Chapter 1: Differing Perspectives on Quality Multiple Choice 1) Which is true of perspectives on quality? a) Understanding that different definitions and dimensions of quality exist allows measures to be taken to provide a good basis for communication and planning. b) While perspectives may vary, managers‟ beliefs of quality typically align well with those held by most customers. c) The contingency view of quality management acknowledges that differing quality perspectives exist, but these differing perspectives are minimal across various organizations. d) The systems view of quality primarily emphasizes quality characteristics of product attributes and design. Answer: a Reference: What is Quality/Why Does it Matter that Different Definitions of Quality Exist Level: Medium 2) Which of the following is not a quality dimension identified by David Garvin of the Harvard School of Business? a) Value. b) Performance. c) Features. d) Durability. Answer: a Reference: What is Quality/Product Quality Dimensions Level: Easy 3) Which pair below accurately represents one of David Garvin‟s eight product quality dimensions? a) Aesthetics/based upon a range of tolerance in design. b) Durability/ease of repair for a product. c) Conformance/numeric dimensions of product performance. d) Reliability/attributes that supplement basic performance. Answer: c Reference: What is Quality/Product Quality Dimensions Level: Medium 4) “Tolerance” in conformance refers to a) wear and tear on products before product failure occurs. b) allowable variations from product design specifications. c) normalized cost over-runs on custom design work. d) none of the above. Answer: b Reference: What is Quality/Product Quality Dimension