Chapter 3 Operations MGT (Specifying Quality)

In TQM, the term “Big Q” refers to:

• Quality management in product development only
  

• 
  Managing for quality in all organizational processes
  

• 
  Quality defined by consumer demand only
  

• 
  Quality focused solely on inspection methods

In a user-based definition of quality, the focus is primarily on:

• Blueprint design
  

• Market share
  

• 
  Cost of production
  

• 
  

  Customer satisfaction

The concept of “internal customers” in hospitality service quality refers to:

• Guests who return regularly
  

• 
  Staff members who depend on each other’s output
  

• 
  Foreign tourists
  

• 
  Government regulatory bodies

Which quality perspective is most focused on conformance to measurable standards?

• User-Based
  

• 
  Product-Based
  

• 
  Manufacturing-Based
  

• 
  Value-Based

One advantage of variable inspection over attribute inspection is that it:

• Only checks if the item passes or fails
  

• 
  Allows for detailed measurement of quality characteristics
  

• 
  Is faster in large-scale operations
  

• 
  Doesn't require trained personnel

Which of the following is a key characteristic of services that makes quality assurance more challenging?

• Tangibility
  

• 
  Standardization
  

• 
  Perishability
  

• 
  Separability

What is the primary goal of quality inspection in operations?

• To eliminate customer feedback
  

• To increase costs
  

• 
  To prevent defective services from reaching customers
  

• 
  To simplify marketing processes

Why is quality harder to measure in hospitality services than in manufacturing?

• It is regulated by fewer laws
  

• 
  Services are produced in bulk
  

• 
  Services are more affordable
  

• Services are intangible and experiential
  

TQM focuses on prevention rather than:

• Inspection
  

• 
  Promotion

• 
  Expansion
  

• 
  Hiring

The value-based approach to quality emphasizes:

• High pricing equals high quality
  

• 
  Quality is irrelevant to value
  

• 
  Quality is the degree of excellence for the price paid
  

• 
  The value of the brand only