MGT 420 FINAL EXAMS http://www.finalexamguideline.com/MGT-420-FINAL-EXAM-31.htm 1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality?
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy

2) Which of the following is the most traditional definition of quality?
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability

3) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities.
quality planning and management, quality assurance, and quality control
D. quality in design, quality in manufacturing, and quality in customer service
E. quality planning and management, quality conformance, and quality education

24) The three spheres of quality are quality planning and management, quality assurance, and:
A. quality satisfaction
B. quality performance
C. quality education
D. quality reliability
E. quality control

25) Which of the following is a description of the “categorizing” stage of the internal environmental analysis process?
A. Determine where, along the firm’s value chain, potential competitive advantage lies
B. Reconceptualize long-list in terms of resources and capabilities and complete deeper inspection with the application of key questions
C. Generate long-lists of strengths and weaknesses from primary and support activities of the firm’s value chain
D. Look at each competitively relevant resources and capability relative to its potential as a cost or uniqueness driver
E. Choose the appropriate generic strategy for the firm – cost leadership or differentiation

26) The means of generating lists of strengths and weaknesses in the internal environmental analysis process is referred to as:
A. identifying
B. scanning
C. surveying
D. synthesizing
E. investigating

27) ___________ is the capital that fuels outstanding quality results.
A.