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| 1. (TCO 6) An effective leadership system is designed to accomplish all of the following, except _____. (Points : 5)
encourage initiative and risk taking set expectations for performance improvement ensure that organization takes precedence over purpose and function provide a structure for decision making |
| Question 2. 2. (TCO 6) The traditional approach to strategy deployment is which of the following? (Points : 5)
Top-down Back-and-forth (iterative) Collaborative Bottom-up |
| Question 3. 3. (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following? (Points : 5)
Deming Prize American Society for Quality Control Award Malcolm Baldrige National Quality Award ISO 9000 certification program |
| Question 4. 4. (TCO 3) ISO 9001 provides specific requirements for _____. (Points : 5)
terms and definitions used a quality management system improving quality outgoing quality levels |
| Question 5. 5. (TCO 1) Conformance to specifications applies to which type of quality? (Points : 5)
User-based Product-based Manufacturing-based Value-based |
| Question 6. 6. (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II? (Points : 5)
Quality Production output Continuous improvement Just-in-time manufacturing |
| Question 7. 7. (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century? (Points : 5)
Defect prevention was emphasized Quality circles were extensively used Use of inspection was widespread Quality was every worker’s responsibility |
| Question 8. 8. (TCO 2) In any system, final inspection attempts to perform all of the following functions, except _____. (Points : 5)
to provide the workers with the opportunity to control the quality of the product or service at their work stations to ensure that no defective items reach the customer to discover and help resolve production problems to judge the quality of manufacturing |
| Question 9. 9. (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries? (Points : 5)
Information systems and technical standards Employees and information systems Production equipment and employees Employees and inspection processes |
| Question 10. 10. (TCO 2) An increasingly important component in quality for service firms is _____. (Points : 5)
information technology worker healthcare legal services inventory management |
| Question 11. 11. (TCO 2) Systems thinking can be applied to the analysis of _____. (Points : 5)
manufacturing processes but not service processes service processes but not manufacturing processes both manufacturing and service processes neither manufacturing processes nor service processes |
| Question 12. 12. (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except which of the following? (Points : 5)
From supplier quality to supplier partnerships From a focus on current customers to a focus on current and future customers and markets From human-resource utilization to human-resource development and management From intra-industry rivalries to intra-industry alliances |
| Question 13. 13. (TCO 5) Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is John’s _____. (Points : 5)
internal customer external customer internal supplier external supplier |
| Question 14. 14. (TCO 5) Which of the following is not true about the American Customer Satisfaction Index? (Points : 5)
It focuses on buyer satisfaction associated with consumer nondurable goods. It was first conducted in 1994. It is based on a large, national sample of consumers. It is designed to indicate national trends as well as industry trends. |
| Question 15. 15. (TCO 7) Most companies still use traditional measures, such as _____, as a basis for compensation, while more progressive organizations use measures such as _____. (Points : 5)
customer satisfaction, profit sharing defect prevention, profitability revenue growth, customer satisfaction cycle-time reduction, cost management |
| Question 16. 16. (TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____. (Points : 5)
Automation, quality Quality, productivity Inventory, quality Inspection, quality |
| Question 17. 17. (TCO 4) The Deming philosophy focuses on improvements in product and service quality by _____. (Points : 5)
inspecting 100 percent of output reducing variation reducing customer complaints separating the planning and execution functions |
| Question 18. 18. (TCO 8) The major difference between quality circles and project teams is which of the following? (Points : 5)
Quality circles are subcommittees of problem-solving teams. Quality circles work on pre-chosen problems. Quality circles do not meet regularly. Quality circles do not disband after solving a specific problem.
1. (TCO 4) Deming’s Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Deming’s Profound Knowledge. Your discussion should reflect this element of Deming’s Profound Knowledge and not psychology in general. Discuss why psychology is important for us to understand. (10 points) Discuss how fear plays a part in this element. (10 points) Discuss how pay and motivation are of interest in this element. (10 points2. (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s. (Points : 30) |
