Managing Quality

Business

Quiz 1 :

Differing Perspectives on Quality

Quiz 1 :

Differing Perspectives on Quality

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How can an understanding of the multiple dimensions of quality lead to improved product and service designs?
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The multiple dimensions of the quality of a product and service are given below.
• Performance : the quality of the product or service always depends on the performance. If the performance improves the quality of the product or service is also improved.
• Features are the specifications of the product or service to analyze the basic performance.
• Reliability is the process of giving consistent performance in the product or service.
• Durability is the duration of the working level of product without failure.
• Serviceability is the process of repairing a product. The product can be easily repaired if serviceability level is high.
• Perceived quality is based on the opinion of the customer about product or service.
• Empathy is the important factor for service quality.
These factors are needed to improve the quality of the product or service.
Thus, the multidimensions of the quality are discussed.

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What is meant by the phrase cost of quality ? How can this phrase help a firm address its quality concerns?
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Cost of quality refers to the cost that is utilized by an organization to further modify its product or services, after its production. Cost of quality increases with amount of rework.
Examples for cost of quality:
• Redesigning a manufactured tool.
• Modifying a bank statement.
• Retesting of a circuit assembly, etc.
Quality of a product is based on the cost of quality. Poor quality products hold higher cost of quality as it requires more rework and modification. Contrary to it, best quality products require less cost of quality.
Hence, a company should emphasis on its product quality. Otherwise, they would require higher investment on redesigning or modifying the product. This would increase the total operational cost of the company and decrese its profitability.

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Describe an instance in which you and a coworker (or superior) perceived the needs of a customer very differently. How did your differences in perception influence how each of you wanted to meet your customer's needs?
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Perception of different employees might vary according to their designation and work profile. Consider the example of two employees viz. Mr. X who works in the designing sector and Mr. Y who is the superior of Mr. X in marketing sector.
Mr. X's view:
On designing sector, quality is based on the attributes and features of a product. Therefore, whenever a customer demands for a quality product, Mr. X concentrates on improving its attributes and features.
Mr. Y's view:
In the marketing sector, satisfaction of customer and marginal profit are the major aspects. Mr. Y attracts the customer by fixing a reasonable price for that quality product.
Thus, people with different designations perceive different meanings for customer satisfaction as elaborated above.

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Briefly discuss Garvin's eight dimensions of quality. Is Garvin's multidimensional approach a step forward in improving our understanding of quality? Why or why not?
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Describe the "systems view" that underlies modern quality management thinking. Which of the perspectives of quality discussed in Chapter 1 is most closely aligned with the systems view?
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Research has shown that quality is still a major competitive concern of CEOs in American corporations. Is this level of concern about quality warranted? Explain your answer.
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Should a firm consider the law of diminishing marginal returns when striving to improve quality? Why or why not?
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Why is planning an important part of the quality management process? How could a firm's quality management initiatives be adversely affected if planning was not a part of the process?
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Define the concept of empathy. Provide an example of empathy as a dimension of service quality.
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Why is communication within an organization an important part of the quality improvement process?
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What is your concept of quality? Is it multidimensional, or does it focus on a single dimension such as features, reliability, or conformance? Explain your answer.
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Is there a difference between service quality and product quality? If so, what are the implications of these differences for a manager of a service business, such as a restaurant or a retail store?
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FedEx: Managing Quality Day and Night img img What is FedEx's "common language" of quality? Is it important for a company to establish a "common language" of quality? If so, why?
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How does contingency theory inform decision making when implementing improvement efforts?
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Why is quality a difficult term to define? How can we improve our understanding of quality?
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Compare and contrast the engineering perspective and the marketing perspective of quality. How could an overemphasis on the engineering perspective work to the disadvantage of a business organization?
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What are the major differences between traditional human resource management and total quality human resource management? How does total quality human resource management transcend traditional human resource management in regard to providing an environment that is supportive of quality concerns?
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Discuss the value-added perspective on quality. What are the implications of this perspective for the manager of a business organization?
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Are the perspectives of quality independent of one another? If not, describe ways in which they are interrelated.
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Describe the three spheres of quality. How do these spheres provide another way to place the field of quality in perspective?
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