Principles of Leadership and Management

Which of the following statements is true:? a. Excessive variation increases unpredictability. b. Excessive variation increases capacity utilization. c. Excessive variation helps find root causes. d. Excessive variation helps detect potential problems early.

A

To produce protective covers for smart phones, the purchasing department must select vendors and order raw materials, the shipping and receiving department must move the raw materials to the manufacturing floor, the manufacturing department must make the product, the marketing department must process customers' orders, the shipping and receiving department must package and ship the orders and the finance department much invoice the customers, collect the payment, and pay the raw material vendors. This is an example of:

A process that is cross-functional.

Volkswagen CEO Martin Winterkorn stepped down in late 2015 as the company wrestled with the scandal over rigged emission tests in the U.S. Although he denied any personal wrongdoing he accepted responsibility for the "irregularities" of the tests and the misconduct of the Volkswagen Group. The reason he resigned is related to which of the following personal leadership characteristic?

Accountability

Maintaining close customer relationships as well as supplier and partner relationships is critical to:

Agility

_____ is a term that is commonly used to characterize flexibility and short cycle times.

Agility

Which of the following is one of the principles of statistical thinking?

All work occurs in a system of interconnected processes.

Which of the key dimensions of service quality refer to the knowledge and courtesy of employees, and their ability to convey trust and confidence.

Assurance

_____ is the search for best practices that will lead to superior performance.

Benchmarking

_____ is a graphical method for organizing relationships between variables.

Cause-and-Effect Diagram

In the example above, they identified that the majority of the problem calls are related to servers denying access when employees are working with information stored there. The IT manager assembles a team of employees to brainstorm possible causes for these server malfunctions. The best tool for this task is:

Cause-and-effect diagram

The ISO 9000 certification offers a marketing benefit because:

Certified organizations can use their status to differentiate themselves in the eyes of the customers.

SS-Melt Castings is a manufacturing unit supplying parts to engineering companies. Management is thinking about finding a solution for frequent quality issues related to product specifications. Having identified the issue to a common cause, which of the following is the best way to resolve the issue?

Change the technology of the process

A manufacturing process is operating in control with only common causes of variation. It still occasionally produces products that are out of specification. The only way to reduce common causes of variation in the process and always meet specifications when in control is to:

Change the technology of the process.

You are operating an assembly process for manufacturing disk brake calipers. Occasionally some of the calipers are rejected because the bolt holes are slightly out of alignment with the mounting holes. The process is in control with only common causes of variation present. The only way to reduce common causes of variation in the process and always meet specifications when in control is to:

Change the technology of the process.

The IT department is experiencing an unusual number of problem calls from employees throughout the organization. As they are trying to determine the frequency and nature of the issues related to these calls they start by developing a:

Check sheet

_______________ are data collection forms for either attribute or variable data

Check sheets.

___________is a firm's ability to achieve market superiority over its competitors

Competitive advantage.

Product functionality is determined based on customers' requirements, technological capabilities and economic realities during________________.

Concept development

_____ is a key component of service quality.

Conformance to specifications

Statistical process control charts are used in which phase of the DMAIC process?

Control

Limited product models and customization is a _____________approach for high-volume products.

Cost leadership

_____ is seeing things in new and novel ways.

Creativity

_____ is a set of matrices used to relate the voice of the customer to technical features and production planning and control requirements.

Customer Requirements Planning Matrix

A patient is listening to the doctor for instructions regarding the prescribed medication. She is distracted by the noise from the lobby next door where a pharmaceutical rep just brought free lunch for the staff. As a result she missed the key instruction to take the medication with a meal and has developed acute heartburn. This is an example of:

Customer error during encounter.

Identifying brake line corrosion as the potential cause of failure of a car's ability to stop is part of the

DFMEA

Your company manufactures smoke detectors that contain the radioactive material Americium 241. Homeowners are advised to replace smoke detectors every ten years. You directed the design engineers to incorporate a permanent label on the back of the smoke detectors with instructions for consumers to return the old units postage free to the company for recycle of the radioactive material rather than disposal in landfill. This is an example of:

Design for Environmental Responsibility

__________ is the process of designing a product for efficient production at the highest level of quality.

Design for Manufacturability

To achieve __________ a firm must be unique in its industry along with some dimensions that are widely valued by customers.

Differentiation

One of the benefits of statistical process control charts is:

Distinguishes special from common causes

For services that are high in the dimensions of degree of customer contact and interaction, the emphasis on quality should be focused on which basic component:

Employees' behavior.

_____ leadership focuses on the roles of senior top level employees in guiding an organization to fulfill its mission and meet its goals.

Executive

_____ is a picture of a process that shows the sequence of steps performed.

Flowchart

One of the benefits of Cause-and-Effect Diagram is:

Focuses team on causes not symptoms

_________ is the ability to mentor, communicate, and learn as servants of those

Humility

Which of the following is an example of customer errors during an encounter?

Inattention

Lower costs and improved productivity derived from quality improvements lead to:

Increased market share

_____ means getting people organized, including setting goals and instituting and enforcing deadlines and standard operating procedures

Initiating structure

_____ involves the adoption of an idea, process, technology, product, or business model that is either new or new to its proposed application.

Innovation

_____________creates new customer needs and expectations and leads to higher levels of performance.

Innovation.

Which of the following personal leadership competencies refers to the ability to discern what is right from wrong and commit to the right path?

Integrity

The purchasing department reduced the cost of raw materials by ordering larger quantities quarterly rather than weekly. The manufacturing plant then had to invest in raw material storage and management systems. This is an example of:

Intervention in one part of the system can cause problems in another part.

_______ is gradual and orderly continuous improvement process.

Kaizen

Most major automotive companies have announced that at least half of the automobiles they produce will be electric by 2030. You work for a company that manufactures spark plugs for the automotive industry. Recognizing that at least half of your market will disappear in the next decade because spark plugs are not needed in electric cars, you formulate a plan to develop efficient, high capacity energy storage devices for electric vehicles and you present a vision of your company emerging as one of the major competitors in this field in the next decade to employees. This is an example of:

Leadership

Which of the following is an approach to cost leadership for high-volume products?

Lean manufacturing

Reducing the unnecessary movement of materials and excess inventory is part of:

Lean thinking

You are developing annual budgets for each division in your company based on the amount each of them spent in the previous year. This activity is an example of ___________

Management

Which of the following is true about the Theory of Knowledge?

Management decisions must be driven by facts, data, and theory.

Primary and secondary market research will likely be used during which of the phase of DMADV process?

Measure

_____ is/are the only factor that competitors cannot copy.

People and corporate culture

Which of the following refers to management?

Planning and budgeting

_____ is an approach for mistake-proofing processes using automatic devices or methods to avoid simple human error.

Poka-yoke

Which of the following automobile companies uses a differentiation strategy based on the performance dimension valued by some customers?

Porsche

The CEO of your organization asked you to improve the distribution and delivery time of chemical samples requested by customers for evaluation. Amazon is one of the most effective distribution companies in the world today. Although Amazon does not distribute chemical evaluation samples, you decide to study their process to find ways to implement some of their practices. This is an example of:

Process benchmarking

Improving quality results in increased productivity because:

Production capacity is not reduced by defective products or manufacturing equipment downtime.

________ is a process of translating customer requirements into technical requirements during product development and production.

Quality function deployment

Improving quality results in decreased costs because:

Raw material, labor, and re-work costs of rejected products are reduced.

To improve a process it must be:

Repeatable and measurable

Which of the following is an organizational issue with process improvement?

Resistance to change

Which of the following statements about cost-leadership is true?

Results from high productivity and high capacity utilization

____________ show the performance and the variation of a process or some quality or productivity indicator over time in a graphical fashion that is easy to understand and interpret.

SPC charts

_____ is a plot of the relationship between two numerical variables and supplies the data to confirm a hypothesis that the two variables are related.

Scatter Diagram

Which of the following refers to leadership?

Setting direction for the organization

A company that is continually updating its information management and security systems to safeguard sensitive customer information is practicing:

Societal responsibility

Delaying a product launch until the product is extensively tested for user safety and environmental impact is an example of:

Societal responsibility

_____ arise from external sources that are not inherent in the process.

Special causes of variation

_____ is a methodology for monitoring a process to identify special causes of variation and signaling the need to take corrective action when it is appropriate.

Statistical process control

A _________ is a set of functions or activities within an organization that work together to achieve goals.

System

Higher profitability can be achieved by:

The combination of higher revenues in (a.) and lower manufacturing costs in (b.) above.

Which of the following is a recommendation for fostering creativity?

Tolerate failures

One of the benefits of flowcharts is:

Training tool.

_____ leadership theory assumes that certain leaders may develop the ability to inspire their subordinates to exert extraordinary efforts to achieve organizational goals through behaviors that may include contingent rewards as well as active and passive management by exception.

Transactional

_______ define attitudes and policies for all employees, which are reinforced through conscious and subconscious behavior at all levels of the organization.

Values

Which of the following personal leadership characteristics refers to the ability to stay healthy in both work and play, demonstrating the importance of being ready to implement leadership competencies when needed?

Well-being

Which of the following is true about cultural change? a. Change may go in unintended directions b. It is quickly and easily accomplished. c. Imposed change will meet little resistance. d. Positive results to change will likely be observed early in the process.

a. Change may go in unintended directions

Which of the following statements about teams is true? a. Cross-functional teams do not respect functional boundaries. b. Teams must operate independently of the rest of the organization. c. Virtual teams do not require explicit team member roles and objectives. d. Problem-solving teams continue to operate after the objectives have been met

a. Cross-functional teams do not respect functional boundaries.

_____ refers to any activity by which employees participate in work-related decisions and improvement activities, with the objectives of tapping the creative energies of all employees and improving their motivation. a. Employee involvement b. Employee engagement c. Workforce management d. Job enrichment

a. Employee involvement

Which of the following is most likely a problem with a functional organizational structure? a. It separates employees from customers b. Makes quality everyone's job c. It adapts to changes with ease d. It recognizes internal customers

a. It separates employees from customers

In a company with an organization that puts external customers first, the role of the CEO and the executive steering committee is to: a. Provide support and remove barriers for the employees that work directly with customers. b. Act as internal customers of the employees. c. Direct daily activities of employees. d. Provide quality control.

a. Provide support and remove barriers for the employees that work directly with customers.

Which of the following is an advantage of employee engagement: a. Replaces adversarial mentality with trust and cooperation. b. Reduces need for employee training and development. c. Lowers impact of employee creativity and innovation. d. Provides a system of application and permission for suggestions

a. Replaces adversarial mentality with trust and cooperation.

_____ have broad responsibilities and are autonomous. a. Self-Managed Teams b. Virtual teams c. Natural work teams d. Project teams

a. Self-Managed Teams

Understanding the relationships between suppliers and customers along the supply chain is important because: a. Strategic alliances along chain of customers and suppliers will increase agility and reduce cycle time. b. The upstream portion of the supply chain has little impact on the quality of goods and services that downstream customers receive. c. Competitive pressure prohibits building partnerships with customers and suppliers. d. Annual competitive bidding reduces overall costs

a. Strategic alliances along chain of customers and suppliers will increase agility and reduce cycle time.

The Michelin tire company has explicit and detailed written procedures for proper adhesion of the rubber to steel belts in the tire manufacturing process. Three senior process operators from the Georgia plant retired at the same time as part of a work force reduction. Despite the written standard operating procedures and four weeks of job-shadowing the senior employees, the new process operations employees are unable to achieve the same adhesion consistency of the steel belt in the tires. This is an example of __________knowledge. a. Tacit b. Operational c. Explicit d. Scientific

a. Tacit

Which of the following is an effective employee recognition and reward strategy? a. Tying rewards to quality based on measurable objectives b. Maintaining confidentiality c. Minimize publicity d. Focus on individual awards

a. Tying rewards to quality based on measurable objectives

_____ processes are driven by external customer needs while _____ processes are driven by internal customer needs. a. Value-creation; support b. Value-creation; supplementary c. Customer-driven; operational d. Environmental; organizational

a. Value-creation; support

Factors that are present as a natural part of a process are called:

a. common causes of variation.

A group that includes representatives from the operating room, the intensive care unit, the janitorial function, and the epidemiology department of a major hospital that is working on reducing hospital-acquired infections is a ____________ team. a. cross-functional problem-solving b. self-managed c. departmental problem-solving d. leadership

a. cross-functional problem-solving

Over time, _____ become _____ as customers become used to them. a. delighters/exciters; satisfiers b. dissatisfiers; satisfiers c. satisfiers; delighters/exciters d. dissatisfiers; delighters/exciters

a. delighters/exciters; satisfiers

Two basic types of problem-solving teams are _____ and _____. a. departmental; cross-functional b. project-wise; in-house c. self-managed; ad-hoc d. institutional; networked

a. departmental; cross-functional

The CEO or president, the vice-president of operations, the vice-president of marketing and the vice-president of finance in a business enterprise form a(n): a. executive leadership team b. natural work c. virtual d. project

a. executive leadership team

An insurance company that discovered that the risk assessment for life insurance policies causes higher than expected payouts implemented a $25 million actuarial information system upgrade. This is an example of a _____ change. a. process b. corporate culture c. strategic d. cross-functional

a. process

Job _____ is a technique by which individual workers learn several tasks by changing from one to another. a. rotation b. enlargement c. enrichment d. multitasking

a. rotation

Organizational changes resulting from customer, market, legislative, or technological opportunities and challenges are referred to as _____ changes. a. strategic b. system c. process d. cyclic

a. strategic

The objective of empowerment is to: a. tap the intellectual energy of all employees. b. direct and control employees .c. establish a tall organization structure. d. ensure abidance to organizational rules, norms, and SOPs.

a. tap the intellectual energy of all employees.

_____________is the capacity for flexibility and rapid change.

agility.

Loyalty programs that offer customers various discounts and promotions and are used to record every purchase made by the customer are an example of_______________ a. Satisfaction standards b. CRM technology c. Moments of truth d. Complaint analysis

b. CRM technology

The purpose of a knowledge management system is to: a. Manage customer and supplier communications b. Capture and organize explicit and tacit knowledge about business operations c. Manage strategic planning process d. Implement process change

b. Capture and organize explicit and tacit knowledge about business operations

Monitoring on-line discussion boards and social media is a great way to: a. Analyze CRM data. b. Collect customer information and complaints. c. Calculate net promoter score. d. Determine customer acquisition cost.

b. Collect customer information and complaints.

_________ is an effective methods of collecting customer information because it provides the opportunity to resolve quality issues promptly. a. Surveys. b. Complaint analysis. c. Focus groups. d. Customer relationship management (CRM)

b. Complaint analysis.

_____ software is designed to help organizations increase customer loyalty, target their most profitable customers, and streamline customer communication processes. a. Customer imprint b. Customer relationship management (CRM) c. Customer service support d. Customer interrelationship

b. Customer relationship management (CRM)

_____ refers to a strong emotional bond employees have to their organization that makes them feel actively involved and committed to their work. a. Employee involvement b. Employee (workforce) engagement c. Workforce management d. Job enrichment

b. Employee (workforce) engagement

A pharmaceutical company's lab books and progress reports that contain research notes about the development of a COVID-19 vaccine are an example of __________knowledge. a. Experimental b. Explicit c. Database d. Tacit

b. Explicit

_____ knowledge includes information stored in documents or other forms of media. a. Data b. Explicit c. Archival d. Tacit

b. Explicit

Which of the following is a potential risk associated with a reduction of hierarchy in an organization: a. Frontline workers empowerment b. Impact on morale c. Inefficient communication d. Fewer layers of middle management

b. Impact on morale

One of the benefits of reducing the number of suppliers and establishing long term contracts is: a. Improved collection of customer information b. Lower prices for incoming raw materials and supplies based on higher volume and lower fixed costs. c. Better use of customer information for product design d. High customer loyalty

b. Lower prices for incoming raw materials and supplies based on higher volume and lower fixed costs.

A team that is developing a Cause-and-Effect diagram is undertaking which team process? a. Problem selection. b. Problem diagnosis. c. Work allocation. d. Coordination

b. Problem diagnosis.

Based on the Kano model of understanding customer needs, anti-lock brakes are an example of a feature that: a. is currently considered a "Satisfier" b. Started out as an "Exciter/delighter", transitioned to "Satisfier" and is currently considered a "Dissatisfier" c. Started as a "Dissatisfier" and is now a "Satisfier" d. is currently considered an "Exciter/delighter"

b. Started out as an "Exciter/delighter", transitioned to "Satisfier" and is currently considered a "Dissatisfier"

_____ processes are those that are most important to an organization's value creation processes, employees, and daily operations, but generally do not add value directly to the product or service. a. Non-core b. Support c. Supplementary d. Non value-added

b. Support

_____ enable(s) various parts of the organization to work together in meeting customer needs that can seldom be fulfilled by employees limited to a single specialty. a. Project teams b. Teamwork c. Quality improvement teams d. Steering committees

b. Teamwork

Self-managed teams are generally more productive than conventional teams because: a. They are cross-functional. b. They are empowered to take corrective action and resolve day-to-day problems and don't have to wait for direction. c. They receive extensive quality training. d. They respect functional boundries.

b. They are empowered to take corrective action and resolve day-to-day problems and don't have to wait for direction.

Which of the following is a driver of workforce engagement: a. Concern for job security b. Understanding how personal contributions help meet customer needs. c. Approval needed from middle management to submit suggestions. d. Ambiguous work expectations.

b. Understanding how personal contributions help meet customer needs.

The objective of a good compensation system is to: a. diminish intrinsic motivation. b. attract, retain, and not demotivate employees. c. reward employees for the number of years they spent with the company. d. encourage internal competition rather than cooperation.

b. attract, retain, and not demotivate employees.

Organizational change is necessary because: a. the external business environment is stable b. competitors are raising standards for quality, design, and performance of products and services c. customers' and market expectations are met d. competitors are not perceived as a threat.

b. competitors are raising standards for quality, design, and performance of products and services

A(n) _____ is an explicit, written document that offers guidelines, rules, and policies for team members. a. mission statement b. constitution c. team charterd. organizational manual

b. constitution

Characteristics of customer _____ include customer retention and loyalty, customers' willingness to make an effort to do business with the organization, and customers' willingness to actively advocate for and recommend the brand and product offerings. a. service b. engagement c. support d. perception

b. engagement

Job _____ entails "vertical job loading" in which workers are given more authority, responsibility, and autonomy rather than simply more or different work to do. a. enlargement b. enrichment c. rotation d. reengineering

b. enrichment

Which type of motivation is preferred for changing behavior when implementing empowerment? a. extrinsic. b. intrinsic. c. fear. d. transactional

b. intrinsic.

A customer that is willing to travel 100 miles to shop for a particular brand of car, is willing to pay a premium for that brand and recommends the brand to his or her friends is an example of a a. satisfied customer b. loyal customer c. moment of truth. d. high customer acquisition cost.

b. loyal customer

The following are benefits of "flipping" the organization chart and putting the external customer first: a. separates employees from customers b. middle management and top leadership support employees closest to the customers c. establishes middle management as internal customers d. inhibits process development

b. middle management and top leadership support employees closest to the customers

People who work together every day to perform a complete unit of work are referred to as _____ teams. a. self-managed b. natural work c. virtual d. project

b. natural work

Many firms use a metric called _____ to measure customer loyalty and engagement. a. collaboration spectrum b. net promoter score c. imprint scale d. core competency score

b. net promoter score

The purpose of job _____ is to renew interest or motivation of the individual and to increase his or her complement of skills. a. enrichment b. rotation c. enlargement d. redesign

b. rotation

_____ teams are work teams that are empowered to make and control their own decisions. a. problem-solving b. self-managed c. natural work d. leadership

b. self-managed

Which of the following is a benefit of strategic customer-supplier partnerships: a. Lowest cost of raw material by competitive annual bidding. b. shared risks in new investments and product development based on long term contracts. c. Reduced agility resulting from fewer qualified suppliers. d. increased operations costs as a result of ineffective communications.

b. shared risks in new investments and product development based on long term contracts.

Processes that drive the creation of products and services, are critical to customer satisfaction, and have a large impact on the strategic goals of an organization are generally considered _____ processes. a. critical to quality b. value-creation c. customer-driven d. strategic

b. value-creation

In a manufacturing company, which of the following is most likely to be an internal customer of the purchasing agents? a. Accounts receivables accountants. b. The sales person c. Assembly line workers d. The market development manager

c. Assembly line workers

Meeting minutes and meeting agendas are examples of which successful team ingredient? a. Clearly defined roles. b. Improvement plan. c. Clear communication d. Use of scientific approach

c. Clear communication

In an attempt to prevent the manufacture of defective products, a production employee has the authority to stop the assembly line without management approval because he or she has determined that the process is out of control based on sophisticated understanding of SPC data. This is an example of: a. Employee involvement b. Engagement c. Empowerment d. Job rotation

c. Empowerment

_____ refers to giving people authority to do whatever is necessary to satisfy customers, and trusting employees to make the right choices without waiting for management approval. a. Employee involvement b. Engagement c. Empowerment d. Job rotation

c. Empowerment

A company gives employees an annual bonus of 2% of their salary for every 5% increase of corporate net income compared to the year. This is an example of: a. Merit compensation b. Capability based compensation c. Gain sharing d. Focus on individual performance

c. Gain sharing

Why are creativity and innovation fundamental to improving both products and services? a. Reduced handoffs b. Provide useful information for predicting future performance c. Improved response to customers needs, particularly the "exciters/delighters" d. Improved benchmarking accuracy

c. Improved response to customers needs, particularly the "exciters/delighters"

Which of the following is one of the guidelines for purchase decisions from suppliers? a. Purchasing decisions should be based primarily on the product cost. b. Low purchase cost equals low overall cost. c. Pressing suppliers for ever-lower prices will minimize their profits and negatively impact quality. d. Renew annual contracts with competitive bidding process.

c. Pressing suppliers for ever-lower prices will minimize their profits and negatively impact quality.

Companies with a functional organizational structure tend to be less agile because: a. The product line is stable b. Quality is everyone's job c. Process improvement is inhibited d. The product line is diverse and complex

c. Process improvement is inhibited

_____ teams are chartered to perform one-time tasks such as technology implementation. a. Virtual b. Problem-solving c. Project d. Leadership

c. Project

Teams of workers at GE's aircraft-engine plant in Durham, NC, are responsible for everything from scheduling their own work to process improvements and budgeting, without any external intervention. They are also in charge of the production of the engines, and have complete ownership of the entire process. These teams of workers are examples of: a. Problem-solving teams b. Project teams c. Self-managed teams d. Virtual teams

c. Self-managed teams

Which of the following will result in a more agile organization? a. Maintain hierarchy. b. Expand the functional organizational structure. c. Simplify work processes by creating cross-functional teams. d. Formalize approval process along functional chains of command.

c. Simplify work processes by creating cross-functional teams.

An accounts payables manager decides to pay suppliers 90 days after receipt of invoice rather than 30 days, as was done in the past. She hopes that this will improve cash-flow and impress her supervisor. As a result, suppliers are now holding deliveries of raw materials because they are not paid in time. The production process is stopped because of the delay in raw material supply. This is an example of: a. Job enrichment. b. Empowerment. c. Supervisors as customers. d. Recognizing internal customers

c. Supervisors as customers.

One way to minimize the loss of valuable experience when reducing hierarchy and empowering frontline employees is to: a. create leadership teams. b. create links between internal customers and external suppliers c. change role of middle management from decision maker to coach/trainer d. make quality everyone's job

c. change role of middle management from decision maker to coach/trainer

_________ refers to the set of beliefs and values shared by the people in an organization. a. vision b. mission c. culture d. intellectual property

c. culture

Prompt complaint resolution is important because: a. satisfaction is an attitude b. loyalty is a behavior c. dissatisfied customers tell twice as many friends about bad experiences than about good ones d. of the strategic importance of suppliers

c. dissatisfied customers tell twice as many friends about bad experiences than about good ones

Which of the following is critical to successful empowerment: a. managers abdicate responsibility and task accountability. b. restrict business information. c. establish mutual trust .d. ensure abidance to organizational rules, norms, and SOPs.

c. establish mutual trust.

Developing an easily accessible complaint resolution system is valuable because it: a. converts a "dissatisfier" into a "satisfier". b. creates service standards. c. facilitates customer satisfaction before a customer shares negative experience with others. d. disseminates customer information widely within the organization.

c. facilitates customer satisfaction before a customer shares negative experience with others.

A team is a group of people who ___________. a. work for the same organization b. work in the same function c. have complimentary skills and are committed to a common purpose or goals d. share the same interests and skill set

c. have complimentary skills and are committed to a common purpose or goals

A worker on the assembly line in a large manufacturing organization who understands that the person that receives his work output is his internal customer and the quality of their work depends on the quality of the work he passes to them is an example of: a. job enlargement b. the supervisor as customer c. making quality everyone's job d. maintaining hierarchy

c. making quality everyone's job

Providing production employees with statistical process control data for the production equipment they use and allowing them to schedule maintenance based on this information is an example of: a. job rotation b. creating a team-based organization c. making quality everyone's job d. using leadership teams

c. making quality everyone's job

In services, customer satisfaction or dissatisfaction takes place during instances in which a customer comes in contact with an employee of the company. These instances are called: a. critical to quality moments. b. turning points. c. moments of truth. d. focal points.

c. moments of truth.

Team members in a _____ team share responsibility for completing the job and are usually cross-trained to perform all work tasks and often rotate among them. a. problem-solving b. project c. natural work d. leadership

c. natural work

In order to improve cash flow a company announced that it will delay payments to suppliers for 90 days rather than the conventional 30 days after orders are received. This is practice causes financial distress to the suppliers and is an example of: a. developing win-win relationships through partnerships. b. sharing risks in new investments and product development. c. not recognizing the strategic importance of suppliers in accomplishing business objectives. d. developing cooperative relationships and strategic alliances.

c. not recognizing the strategic importance of suppliers in accomplishing business objectives.

Organizational changes resulting from operational assessment activities are referred to as _____ changes. a. strategic b. system c. process d. cyclic

c. process

A salesperson is negotiating a three-year contract to supply GPS based sensors to an autonomous vehicle manufacturer. She is aware of the competitors' price structure and has access to the most recent fixed and variable cost information of her company's products as well as production capacity data. She is able to offer price discounts based on volume and close the deal the same day without management consultation and approval because: a. she is motivated by fear. b. middle management remained in the decision role c. she is empowered by training and access to financial and other confidential information. d. she participated in a job rotation program

c. she is empowered by training and access to financial and other confidential information.

Most major automotive companies have announced that at least half of the automobiles they produce will be electric by 2030. A company that manufactures exhaust systems including headers, mufflers, and catalytic converters and supplies these products to the automotive industry may need to consider a _____ change. a. system b. environmental c. strategic d. process

c. strategic

Effective customer-supplier relationship must be based on __________ rather than suspicion and secrecy. a. price b. competitive bids c. trust d. perception

c. trust

_____ teams consist of members who communicate electronically and work closely together despite being geographically separated. a. self-managed b. natural work c. virtual d. project

c. virtual

Efforts at empowerment are likely to fail when empowerment is deployed: a. collectively; to all employees. b. jointly with employee development. c. without the management's sustained commitment. d. by managers who provide feedback.

c. without the management's sustained commitment.

Flexible work hours, on-site daycare, and on-site exercise facilities are examples of what type employee satisfaction enhancement: a. compensation. b. employee development. c. work environment. d. recognition.

c. work environment.

According to Blanchard and Hersey, the leadership style where subordinates need skills and knowledge do their work yet are enthusiastic about it is called:

coaching

A system governed only by _____ is stable and its performance can be predicted.

common causes

Two major types of benchmarking are _____ and _____.

competitive; process/generic

According to Crosby's Absolutes of Quality Management, quality means:

conformance to requirements

A patient that did not bring a list of medications to a medical appointment is an example of a:

customer error in preparation

Which of the following is a reason to join a team? a. Enhance promotion and job opportunities. b. Address personal agenda. c. Have a say in decisions that affect work. d. All of the above

d. All of the above

Which of the following is true about functional organizational structures? a. It allows employees to have direct contact with customers. b. It facilitates communication horizontally across functions. c. It focuses primarily on helping employees meet customer expectations. d. It provides organizations with a clear chain of command.

d. It provides organizations with a clear chain of command.

_____ refer to the accumulated intellectual resources that an organization possesses, including information, ideas, learning, understanding, memory, insights, cognitive and technical skills, and capabilities. a. Intellectual property b. Database c. System intelligence d. Knowledge assets

d. Knowledge assets

Which of the following is one of the reasons why some organizations derive minimal benefit from conducting self-assessment? a. The focus is mainly on processes, not products. b. Employees talk through the findings. c. Managers grind out the follow-up. d. Managers react negatively or by denial.

d. Managers react negatively or by denial.

Which of the following statements about supply chain is true: a. Strategic alliances along chain of customers and suppliers will reduce agility and increase cycle time. b. The upstream portion of the supply chain has little impact on the quality of goods and services that downstream customers receive. c. Competitive pressure prohibits building partnerships with customers and suppliers. d. Most companies along the chain are both suppliers and customers

d. Most companies along the chain are both suppliers and customers

Carpenters, plumbers, and electricians working on building a new home are members of a ____________team a. Self-managed team b. Virtual team c. Problem-solving team d. Project team

d. Project team

Which of the following is a benefit of recognizing internal customer - internal supplier relationships? a. Maintain hierarchy. b. Expand the functional organizational structure. c. Formalize approval process along functional chains of command. d. Removes supervisors as customers.

d. Removes supervisors as customers.

Based on Kano's model of customer needs, _____ are the needs that customers say they want. a. Essentials b. Dissatisfiers c. Delighters/exciters d. Satisfier

d. Satisfier

This semester you are a member of a team that is creating a business plan. Your team is an example of a____________ team. a. Departmental problem solving b. Cross-functional problem solving c. Executive leadership d. Self-managed project.

d. Self-managed project.

Which of the following is a common change implementation mistake a. The effort is regarded as a long-term program. b. Process is driven by focus on customer, connection to strategic business issues, and support from senior management c. The goals are set too high d. Structural elements in the organization block change.

d. Structural elements in the organization block change.

_____ knowledge is information that is formed around intangible factors resulting from an individual's experience, and is personal and content-specific. a. Experimental b. Procedural c. Explicit d. Tacit

d. Tacit

In a restaurant, which of the following is most likely to be an internal customer of the employee who orders the food supplies? a. The manager. b. The accountant. c. The wait staff d. The chef

d. The chef

_____ teams are becoming important because of increasing globalization, flatter organizational structures, an increasing shift to knowledge work, and the need to bring diverse talents and expertise to complex projects and customize solutions to meet market demands. a. Leadership b. Project c. Self-managed d. Virtual

d. Virtual

A wind turbine manufacturer secured a contract to install large number of wind turbine generators in the Mid-Michigan area. The group of people working on this project consists of an engineer from Germany, a turbine blade manufacturing representative from China, a gear manufacturing representative from Brazil, a shipping agent for an Indian shipping company and the installation crew manager from Saginaw Michigan. This is an example of a ____________ team a. Quality b. Cross-functional problem solving c. Self-managed d. Virtual.

d. Virtual.

Employee engagement is different from traditional management practices in that employee engagement: a. replaces trust and cooperation with adversarial mentality. b. decreases employee morale and commitment to the organization. c. encourages sticking to established methods of working; it discourages creativity. d. encourages employees to solve problems at the source immediately.

d. encourages employees to solve problems at the source immediately.

Job _____ is the process in which workers' jobs are expanded to include several tasks rather than one single, low-level task. a. rotation b. reengineering c. enrichment d. enlargement

d. enlargement

Empowerment allows organizations to flatten their organizational structure because: a. it provides a system of application and permission for suggestions. b. decisions are made by immediate supervisors. c. approval is needed from middle management to solve problems at the source immediately. d. fewer managers are needed to "direct and control" employees

d. fewer managers are needed to "direct and control" employees

In 2017 Honda introduced a built-in vacuum cleaner available as an option on the Odyssey minivan. Based on the Kano model of understanding customer needs, this is an example of a feature that: a. is currently considered a "Satisfier" b. Started out as an "Exciter/delighter", transitioned to "Satisfier" and is currently considered a "Dissatisfier" c. Started as a "Dissatisfier" and is now a "Satisfier" d. is considered an "Exciter/delighter"

d. is considered an "Exciter/delighter"

In most organizations the payroll department is generally considered a ____ processes. a. strategic b. value-creation c. customer-driven d. support

d. support

You asked the marketing department to prepare a marketing campaign for the launch of a new product. They are all very skilled and qualified and are exited and eager to start working on the campaign. Which of the leadership styles defined by Blanchard and Hersey will you use to lead this team on this task?

delegating

In Deming's view, _____ is/are the chief culprit of poor quality.

excessive variation

The "Define" phase of DMADV process ________________

focuses on identifying and understanding the market need and opportunity

In a Pareto distribution, the characteristics are ordered:

from largest frequency to smallest.

Which of the following refers to the system of management and controls exercised in the stewardship of the organization:

governance.

Quarterly financial statements are a _________of a firm's market success

lagging indicator.

FDA approval of a drug to treat patients that suffer from COVID-19 symptoms is a _________of a drug manufacturer's market success:

leading indicator

Six Sigma methodology is driven by a _____ methodology

management-by-fact

The _____ of a firm defines its reason for existence.

mission

Deming emphasized that management's job is to:

optimize the system as a whole

In the _____ system, upstream suppliers do not produce until the downstream customer signals a need for parts.

pull production

The premise behind the situation leadership model is that leadership styles vary depending on their:

readiness to do it.

The _____ model suggests that the style of leadership that one should use depends on the maturity of those being led.

situational leadership

Consideration is also known as:

socioemotional orientation.

When _____ causes are present, the process is deemed to be out of control

special

In the process of making toast using a conventional toaster, the moisture content and density of a slice of bread are considered _____________.

special causes of variation

Your company developed a new agricultural product that is highly anticipated by the market because it will save farmers significant amount of fertilizer and has the potential to become very profitable for your shareholders. It now must be submitted to the EPA for approval and registration. Your regulatory staff that will handle the submission is very qualified and experienced but is dreading the interactions with the EPA bureaucracy and is questioning the probability of successful registration. Which of the leadership styles defined by Blanchard and Hersey will you use to lead this team on this task?

supporting

Which of the following relates to Consideration?

taking care of subordinates

Doing work incorrectly, in the wrong order, or too slowly, as well as doing work not requested are examples of:

task errors.

Lagging measures:

tell what has happened.

Juran and Deming would argue that it is pointless to exhort a line worker to produce perfection, because:

the overwhelming majority of imperfections are due to poorly designed manufacturing systems.

Empirical evidence found in research suggests that _____ leadership behavior is strongly correlated with lower turnover, higher productivity and quality, and higher employee satisfaction than other approaches.

transformational

The technology of a process has been improved to reduce common causes variation. The control chart for the process will now show:

upper and lower control limits closer together for a narrower zone of control.

When managers don't understand psychology they:

use fear as a motivator