Chapter 1 Introduction to Quality and Performance Excellence
The prize constituted by Japan to recognize quality initiatives in business is named after _____.
Edwards Deming
_____ introduced statistical quality control to Japanese workers after World War II as part of General MacArthur's rebuilding program.
Edwards Deming and Joseph Juran
Which of the following is true of the service sector as opposed to manufacturing firms?
The output of a service firm is intangible.
According to McGregor's _____ , workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work.
Theory Y
In the _____ organizational model, work is reduced to elementary tasks with a focus on efficiency, conformity, and compliance.
mechanistic
Teamwork between top management and lower-level employees is called _____ teamwork
vertical
A manager who is considered a Theory X manager is likely to believe that:
workers dislike work and require close supervision and control.
Which of the following TQ principles was the TQ quality initially based on?
Continuous improvement
With respect to the quality dimensions of manufactured products, _____ deals with how a product looks, feels, sounds, tastes, or smells.
aesthetics
Agency theory makes the assumption that individuals in agency relationships are _____ and will always take actions to enhance their self-interests.
utility-maximizers
Which of the following is an example of a service provider?
A steel plant A clothing manufacturer A pharmaceutical company *A bank*
_____ is an important dimension associated with service quality.
Accuracy
In 1987, Congress established the _____ to raise awareness of quality and recognize national role models, spawning a remarkable interest in quality among American businesses.
Baldrige Award
In an ancillary manufacturing unit, the bolt manufacturing section has a value of 0.095 as the target, 0.005 as the tolerance. Which of the following is the acceptable range of values in production?
Between 0.090 and 0.100
As part of the evolving understanding of quality management, many began to use the term _____ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality .
Big Q
_____ refers to the degree to which physical and performance characteristics of a product match preestablished standards.
Conformance
_____ is the subjective assessment of a product resulting from image, advertising, or brand names.
Perceived quality
_____ refer(s) to a product's primary operating characteristics.
Performance
The _____ is the highest award given to executive branch agencies for management excellence.
President's Quality Award
The _____ model views an organization as a collection of cooperative agreements entered into by individuals with free will.
cultural
Sylvia orders a security system to be installed at her house. After placing the order, the company took three days to install it. The time taken for the order to be delivered is referred to as:
cycle time.
According to Noriaki Kano's classification of customer needs, _____ new or innovative features that customers do not expect in a product or service.
delighters
In the context of Noriaki Kano's classification of customer needs, _____ refer to those needs that are expected in a product or service.
dissatisfiers
With respect to the quality dimensions of manufactured products, _____refer(s) to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
durability
Teamwork within work groups and across functional lines is called _____ teamwork.
horizontal
Partnerships with suppliers and customers are called ______ partnerships.
interorganizational
In agency theory, _____ is a primary mechanism used by both parties to maintain and govern the relationship.
monitoring
The _____ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit.
organismic
Total Quality shares the most similarities with the _____ organizational model.
organismic
Customer engagement refers to
organizations building relationships with customers so they will continue to use their goods and services and actively advocate for and recommend them.
With respect to the quality dimensions of manufactured products, _____ refer(s) to a product's primary operating characteristics.
performance
The term _____ refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability.
performance excellence
A(n) _____ is a sequence of activities that is intended to achieve some result
process
In a total quality environment, internal customers are the:
recipients of any work output.
With respect to the quality dimensions of manufactured products, _____ refer(s) to the probability of a product's surviving over a specified period of time under stated conditions of use
reliability
According to Noriaki Kano's classification of customer needs, _____ are the needs that customers say they want.
satisfiers
Frederick W. Taylor's concept of _____ greatly influenced the nature of quality in manufacturing organizations
scientific management
With respect to the quality dimensions of manufactured products, _____ refer(s) to the ability to repair a product quickly and easily.
serviceability
With respect to the systems approach to management, _____ refers to looking at an organization as a whole and building on key business attributes, including core competencies, strategic objectives, action plans, and work systems.
synthesis
In 1992, the chairs and CEOs of nine major U.S. corporations in cooperation with deans of business and engineering departments of major universities, and recognized consultants endorsed a definition of _____ as a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
total quality
