Question 1

According to your textbook, when the RACV (Royal Automobile Club of Victoria)contracted with Unisys, they hoped to achieve all the following EXCEPT ________.
A)replace its paper-based claims system with a computerised version
B)use Unisys to help achieve ISO 9000 listing
C)have imaging of documents for quick retrieval and display
D)develop a system with an online response time of two to four seconds
E)develop a system that could handle up to 100 users simultaneously

Accepted Answer

The question asks for the option that was NOT part of the RACV's goals when they contracted with Unisys. The textbook states that the RACV did hope to replace its paper-based claims system with a computerised version, have imaging of documents for quick retrieval and display, develop a system with an online response time of two to four seconds, and develop a system that could handle up to 100 users simultaneously. However, there is no mention in the text of the RACV using Unisys to help achieve ISO 9000 listing, so option B is the correct answer.

Question 2

Which of the following companies popularised the use of stringent quality standards more than 30 years ago through a trademarked quality improvement program called Six Sigma?
A)McDonald's
B)Motorola
C)General Electric
D)Walmart
E)IBM

Accepted Answer

Motorola is credited with developing and popularizing the Six Sigma quality improvement process in the 1980s. Six Sigma aims to improve the quality of process outputs by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes.

Question 3

According to the textbook, the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations is called ________.
A)quantity
B)efficiency
C)quality
D)effectiveness
E)service

Accepted Answer

According to the definition given in the question, the term that fits best is "quality". Quantity refers to the amount of a product or service, efficiency refers to how well resources are used to produce a product or service, effectiveness refers to the ability of a product or service to achieve its intended goal, and service refers to a type of business activity.

Question 4

All of the following are dimensions of product quality EXCEPT ________.
A)durability
B)flexibility
C)performance
D)timeliness
E)features

Accepted Answer

Timeliness is not typically considered a dimension of product quality. The other four options (durability, flexibility, performance, and features) are commonly recognized dimensions of product quality.

Question 5

All of the following are dimensions of service quality EXCEPT ________.
A)timeliness
B)convenience
C)performance
D)completeness
E)courtesy

Accepted Answer

All of the other options listed (timeliness, convenience, completeness, and courtesy) are dimensions of service quality. Performance, however, is not typically considered a dimension of service quality but rather a measure of how well the service is meeting the customer's needs or expectations.

Question 6

Which of the following product quality dimensions is described as 'matching with pre-established standards'?
A)flexibility
B)features
C)performance
D)conformance
E)durability

Accepted Answer

The product quality dimension described as 'matching with pre-established standards' is conformance.

Question 7

Which of the following is NOT a service quality dimension?
A)accuracy
B)flexibility
C)courtesy
D)convenience
E)consistency

Accepted Answer

The answer of Which of the following is NOT a...

Question 8

The product quality dimension described as 'subjective assessment of characteristics' is called ________.
A)aesthetics
B)serviceability
C)durability
D)conformance
E)perceived quality

Accepted Answer

Perceived quality is the subjective assessment of a product's characteristics, reflecting the customer's opinion and perception of a product's overall excellence or superiority.

Question 9

According to the textbook, the two best-known quality goals are ________ and ________.
A)ISO 250; Seven Beta
B)ISO 9000; Six Sigma
C)Six Sigma; Seven Beta
D)ISO 250; Six Sigma
E)BS5400; Seven Beta

Accepted Answer

ISO 9000 and Six Sigma are the two best-known quality goals according to the textbook.

Question 10

According to the textbook, 'how a product looks and feels' is a description of which of the following product quality dimensions?
A)aesthetics
B)serviceability
C)perceived quality
D)conformance
E)durability

Accepted Answer

Aesthetics refers to the sensory characteristics of a product, including how it looks and feels.

Question 11

________ is a series of international quality management standards established by the International Organisation for Standardisation, which set uniform guidelines for processes to ensure that products conform to customer requirements.
A)Seven Beta
B)ISO 250
C)Six Sigma
D)BS 5400
E)ISO 9000

Accepted Answer

ISO 9000 is a series of international quality management standards established by the International Organisation for Standardisation, which set uniform guidelines for processes to ensure that products conform to customer requirements.

Question 12

According to the textbook, which of the following is NOT a dimension of product quality?
A)serviceability
B)accuracy
C)perceived quality
D)conformance
E)aesthetics

Accepted Answer

The textbook lists five dimensions of product quality: conformance, reliability, durability, serviceability, and aesthetics. Accuracy is not included as a separate dimension.

Question 13

Organisations with extensive and successful quality improvement programs tend to rely on two important people approaches: ________ and ________.
A)empowered work teams; cross-functional work teams
B)cross-functional work teams; closely supervised work teams
C)self-directed work teams; transgenerational work teams
D)closely supervised work teams; empowered work teams
E)transgenerational work teams; empowered work teams

Accepted Answer

Empowered work teams give employees the authority and responsibility to make decisions and take actions to improve quality, while cross-functional work teams bring together individuals with diverse skills and perspectives to work collaboratively on quality improvement initiatives. Together, these approaches can lead to a more engaged workforce and innovative solutions to quality challenges.

Question 14

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.
A)convenience
B)flexibility
C)consistency
D)accuracy
E)courtesy

Accepted Answer

Consistency describes the ability to provide similar experiences to all customers each time they interact with the service provider.

Question 15

The ________ standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.
A)Six Sigma
B)ISO 9000
C)ISO 250
D)BS 5400
E)Seven Beta

Accepted Answer

ISO 9000 standards are widely used for evaluating and comparing companies in the global marketplace. These standards provide guidelines for quality management practices and cover various aspects such as customer satisfaction, continuous improvement, and complying with legal requirements. ISO 9000 certification is often seen as a measure of a company's commitment to quality and can provide a competitive advantage in the marketplace.

Question 16

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.
A)BS 5400
B)ISO 9000
C)ISO 250
D)Seven Beta
E)Six Sigma

Accepted Answer

The quality standard that establishes a goal of no more than 3.4 defects per million units or procedures is Six Sigma. Six Sigma is a methodology used for process improvement which aims to reduce defects and improve quality by identifying and removing the causes of errors and minimizing variability in business processes.

Question 17

According to your textbook, the latest survey of ISO 9000 certificates showed that the number of registered sites worldwide exceeded ________, an increase of almost ________ per cent from the previous year.
A)1 million; 8
B)3 million; 15
C)2 million; 20
D)1)5 million; 13
E)1 million; 1

Accepted Answer

The textbook states that the number of registered ISO 9000 sites worldwide exceeded 1 million, with an increase of almost 8 percent from the previous year.

Question 18

Which of the following service quality dimensions is described by 'performed correctly each time'?
A)convenience
B)courtesy
C)accuracy
D)flexibility
E)consistency

Accepted Answer

The service quality dimension described as 'performed correctly each time' is accuracy.

Question 19

GE company executives estimate that the company has saved billions in costs since 1995.

Accepted Answer

The statement mentions that GE executives estimate that the company has saved billions in costs since 1995, indicating that the statement is true.

Question 20

The product quality dimension described as 'meeting operating specifications over some period of time' is called ________.
A)features
B)durability
C)conformance
D)flexibility
E)performance

Accepted Answer

The answer of The product quality dimension described as 'meeting...

Quiz 11: Managing Operations

According to your textbook, when the RACV (Royal Automobile Club of Victoria) contracted with Unisys, they hoped to achieve all the following EXCEPT ________.

Which of the following companies popularised the use of stringent quality standards more than 30 years ago through a trademarked quality improvement program called Six Sigma?

According to the textbook, the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations is called ________.

All of the following are dimensions of product quality EXCEPT ________.

All of the following are dimensions of service quality EXCEPT ________.

Which of the following product quality dimensions is described as 'matching with pre-established standards'?

Which of the following is NOT a service quality dimension?

The product quality dimension described as 'subjective assessment of characteristics' is called ________.

According to the textbook, the two best-known quality goals are and .

According to the textbook, 'how a product looks and feels' is a description of which of the following product quality dimensions?

________ is a series of international quality management standards established by the International Organisation for Standardisation, which set uniform guidelines for processes to ensure that products conform to customer requirements.

According to the textbook, which of the following is NOT a dimension of product quality?

Organisations with extensive and successful quality improvement programs tend to rely on two important people approaches: and .

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.

The ________ standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

According to your textbook, the latest survey of ISO 9000 certificates showed that the number of registered sites worldwide exceeded , an increase of almost per cent from the previous year.

Which of the following service quality dimensions is described by 'performed correctly each time'?

GE company executives estimate that the company has saved billions in costs since 1995.

The product quality dimension described as 'meeting operating specifications over some period of time' is called ________.