SCHM Final Exam Questions with Complete Solutions (Latest 2025) Dimensions of product quality - Correct Answers ✅- Performance (how well a product works) -Aesthetics (design, appearance, feel, smell, taste, etc.) -Special features (extra characteristics) -Conformance (how closely product fits specifications) -Reliability (how consistently a product performs) -Durability (how long a product lasts; useful life) -Serviceability (how easily a product is serviced) -Perceived quality (subjective customer evaluations) Dimensions of service quality - Correct Answers ✅- Convenience (ease of access and availability) -Reliability (dependability, accuracy) -Responsiveness -Time (speed of service) -Assurance -Courtesy -Tangibles -Consistency Three types of quality - Correct Answers ✅-Quality of design -Quality of conformance 1 / 3
SCHM Final Exam Questions with Complete Solutions (Latest 2025) -Quality of performance Four histories of quality - Correct Answers ✅- craft production
- mass production
- Quality control school of thought
- Quality assurance school of thought
craft production - Correct Answers ✅-A single worker made a product from start to finish -Quality was under one person's control Mass production - Correct Answers ✅-A worker made only a small part of a product -Quality was affected by a large number of employees -Nobody had total control on quality (nobody could be singled out for being responsible for quality) Quality control school of thought - Correct Answers ✅- Attempted to regain "control of quality" that was lost with mass production -Scientific management approach was taken -Statistical process control was invented -Philosophy 2 / 3
SCHM Final Exam Questions with Complete Solutions (Latest 2025) •Every process is subject to variation •Process variation produces quality variation in output •Quality variation should be detected and filtered out Quality assurance school of thought - Correct Answers ✅- Alternative to quality control school -Design/build quality into a product or service -"Do it right the first time, every time" -"Low quality is costly" -"Quality is everybody's responsibility" -Philosophy •Find and eliminate sources of process variation Four types of Costs of Quality - Correct Answers ✅1.prevention costs
- appraisal costs
- internal failure costs
- external failure costs
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prevention costs - Correct Answers ✅-Costs associated with preventing defects, limiting failure and appraisal costs -Training, improvement projects, data gathering, analysis, etc.