Quiz on Various Concepts

Vehicles, furniture, and dishwashers are examples of nondurable goods.

• True

• False

The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.

• True

• False

A process invariably resides within a department or traditional management function.

• True

• False

Proportional increases or decreases in the perceived benefits and the price of a product result in no net change in the value of the product.

• True

• False

In the context of the value chain model, fewer resources are needed to achieve performance goals when "information replaces assets."

• True

• False

Quality measures the degree to which the output of a process conforms to the management's expectations and requirements.

• True

• False

Performance measures should support customer requirements.

• True

• False

Actionable measures are not bound by time.

• True

• False

A strategy of quality improvement often leads to increased short-run profitability.

• True

• False

A small change in a firm's targeted markets or strategic direction usually has little impact on the value chain.

• True

• False