Et 311
_____ is a comprehensive management control system.
Balance scorecard
Juran's Basic Quality Planning Process includes all of the following except_____ a. Indentifring internal customers b. Indentifying external customers c. Determining customer needs d. Choosing what to control or e. Proving process capability
Choosing what to control
_____ strategies are planned. a) Deliberate b) Emergent c) Feasible d) Long term e) Deployment
Deliberate
_____ is best known for helping to lead the Japanese manufacturing sector out of the ruins of World War Il.
Deming
_____advocated improving the system rather than criticizing the workers.
Deming
Monitoring the internal and external environments is done to _____ change. a) Prevent b) Create c) Document d) Detect e) None of the above
Detect
One of Garvin's dimensions of product quality is _____ described as the expected product life.
Durability
The most prominent quality gurus include all of the following except Shewhart Deming Juran Crosby Edwards
Edwards
_____ strategies are the realization of unplanned results.
Emergent
_____ is the service quality (SERVQUAL) dimension that measures the caring and individualized attention the firm provides its customer.
Empathy
Opportunities are factors in the external environment a firm may wish to _____ a) Exploit b) Ignore c) Delay d) All of the above e) None of the above
Exploit
One of Garvin's dimensions of product quality is _____ and is described as characteristics that supplement basic functioning.
Features
Strategic quality management is a term and concept credited to ____ a) Garvin b) Porter c) Crosby d) Deming e) Juran
Garvin
_____ is credited with the term and concept of strategic quality management (SQM).
Garvin
When comparing weighted dimension scores the _____ score is superior. a) Lower b) Raw c) Average d) Higher e) None of the above
Higher
_____ provide feedback to the strategic quality management process.
Metrics
One of Garvin's dimensions of product quality _____ is described as a product's primary operating characteristics.
Performance
Focus groups are usually _____
Recorded
The invention of interchangeable parts made adherence to_____vital Quality Specifications Management Design None of the above
Specifications
Few organizations do an adequate job of a) Strategic planning b) Evaluation and control c) Strategic Deployment d) Cash estimation and projection e) None of the above
Strategic Deployment
The three phases of the strategic management process are _____
Strategic Planning Strategic Deployment Evolution and controll
Garvin's eight dimensions of product quality include all of the following except Reliability Conformance Tangible Features Durability
Tangible
Garvin's_____approach views quality as "synonymous with 'innate excellence. "' a) Product b) Manufacturing c) Value d) User e) Transcendent
Transcendent
Garvin's Transcendent Approach implies that quality is
Universally applicable
In Garvin's_____-based approach, quality is defined by customers.
User
From the 18th to the 20th century industry moved from the craftsman concept to the concept(s) of a) specialization of labor b) scientific management c) mass production d) a and b only e) a, b, and c (all of the above)
all of the above
Juran's Basic Quality Improvement process includes a) Identifying specific projects for improvement b) Organizing for discovery of causes c) Diagnosing to find the causes d) Proving remedies e) All of the above
all of the above
Of the following which are approaches to incorporating customer needs and wants into the design process? a) Economic Orders b) Seven Management Tools c) Quality Function Deployment d) Both a and b e) Both b and c
both b and c
When assessing a survey instrument a concern(s) that must be addressed is (are) _____ a) validity b) repeatability c) reliability d) a and c e) b and c
validity reliability
The mission and _____ statements guide the strategic planning process.
vision
A decline in the _____ is a good indicator that overall quality has improved.
Cost of Quality
The SERVQUAL dimension of assurance is the a) Physical facilities, equipment, and appearance of personnel b) Ability to perform the promised service dependably and accurately c) Willingness to help customers and provide prompt service d) Knowledge and courtesy of employees and their ability to inspire trust and confidence e) Individualized attention the provides its customers
Knowledge and courtesy of employees and their ability to inspire trust and confidence
_____ enables planners to graphically depict relationships between concepts. a) Matrix Diagram b) Activity Network Diagram c) Precedence Diagram d) Process Decision Program Chart e) Tree Diagrams
Matrix Diagram
_____ shows the relationship between the desired objectives and the possible actions that could be taken. a) Matrix Diagram b) Activity Network Diagram c) Precedence Diagram d) Process Decision Program Chart e) Affinity Diagram
Matrix Diagram
A measurable characteristic is a _____ a) Matrix b) Metric c) Dimension d) Weighted dimension e) None of the above
Metric
A _____ identifies who the organization is
Mission
The process of developing measures and metric is referred to as a Feedback b Defining strategic quality c) Managing the dimensions of quality d) Operationalizing the dimensions of quality e) None of the above
Operationalizing the dimensions of quality
are external environmental factors that need to be monitored
Opportunity and Threat
The SERVQUAL dimension of tangibles is the a) a) Physical facilities, equipment, and appearance of personnel b) Ability to perform the promised service dependably and accurately c) Willingness to help customers and provide prompt service d) Knowledge and courtesy of employees and their ability to inspire trust and confidence e) Individualized attention the provides its customers
Physical facilities equipment appearance of personnel
Shewhart's Cycle is
Plan Do Check Act
Order_____are products or services of acceptable quality. a) Winners b) Qualifiers c) Takers d) Providers e) Servers
Qualifiers
_____ is important to competing in both manufacturing and services.
Quality
An Activity Network Diagram is _____ a) A project planning tool b) A project control tool c) A Prioritization Matrix d) Both a and c e) Both a and b
A project planning and control tool
The SERVQUAL dimension of reliability is the a) Physical facilities, equipment, and appearance of personnel b) Ability to perform the promised service dependably and accurately c) Willingness to help customers and provide prompt service d) Knowledge and courtesy of employees and their ability to inspire trust and confidence e) Individualized attention the provides its customers
Ability to perform the promised service dependably and accurately
The estimated duration of a project can be identified by using _____ a) Interrelationship Diagraph b) Mean Time Between Failure c) Activity Network Diagrams d) Matrix Diagrams e) Prioritization
Activity Network Diagrams
_____ is also known as Program Evaluation & Review Technique or Critical Path Method. a) Interrelationship Diagraph b) b. Mean Time Between Failure c) Activity Network Diagrams d) Matrix Diagrams e Prioritization Matrix
Activity Network Diagrams
One of Garvin's dimensions of product quality is _____ and is described as how a product looks, feels, sounds, tastes, or smells.
Aesthetics
Which of the following is not a dimension in SERVQUAL? a. Empathy b. Aesthetics c. Responsiveness d. Tangibles or e. Reliability
Aesthetics
what organizes ideas and facts into categories? a) Process Decision Program Chart b) Affinity Diagram c) Mean Time Between Failure d) Tree Diagram e) All of the above
Affinity Diagram
Which of the following is (are) included in the seven management tools? a) Interrelationship Diagraph b) Process Decision Program Chart c) Matrix Diagram d) Prioritization Matrix e) All of the above
All of the above
A systematic assessment system must be in place to _____ to assess the effectiveness of a strategic plan. a) Gather data b) Process data c) Analyze data d) Disseminate information
Analyze data
Quality_____focuses on the entire quality system a) Assurance b) Control c) Loss function d) Product e) Planning
Assurance
We study quality a) to prepare for employment in the current environment. b) to prepare for increasing responsibilities within modern business. c) to emphasize the small role it plays in services and production d) Both a and b. e) Neither a or b.
Both a and b
Deming's 14 Points for Management include all of the following except____ a. Create a constancy of purpose for improvement of product & service b. Cease dependency on mass inspection c. Build up barriers between staff areas d. Eliminate numerical quotas or e. Take action to accomplish the transformation
Build up barriers between staff areas
Juran's Basic Quality Control process includes a) Identifying internal customers b) Identifying external customers c) Determining customer needs d) Choosing what to control e) Proving process capability
Choosing what to control
One of Garvin's dimensions of product quality is _____ and is described as the degree to which a product's design and operating characteristics meet established standards.
Conformance
is the degree to which a product's design and operating characteristics meet established standards
Conformance
_____ is a measure of the cost of activities taken to prevent errors. a) Cost of Quality b) Balanced Scorecard c) Focus Groups d) Matrix e) None of the above
Cost of Quality
Deming's 14 Points for Management include all of the following except a. Adopt a new philosophy b. Cease dependency on mass inspection c. End the practice of awarding business on price tag alone d. Institute training or e. Create fear
Create fear
_____ input is vital when operationalizing quality dimensions.
Customer
The SERVQUAL instrument is often used to determine a) Service quality b) Tangibles c) Customer satisfaction d) Responsiveness e) None of the above
Customer satisfaction
Metrics provide _____ to the strategic quality process.
Feedback
_____ is integral to the strategic management process.
Feedback System
A feedback system is a/an _____ part of the strategic management process.
Important
Customers within an organization are a) External b) Internal c) Unimportant d) Unknown e) Secondary
Internal
What depicts causal relationships? a) Matrix Diagram b) Interrelationship Diagraph c) Affinity Diagram d) Prioritization Matrix e) None of the above
Interrelationship Diagraph
_____ depicts causal relationships among the categories from an affinity diagram. a) Matrix Diagram b) Interrelationship Diagraph c) Affinity Diagram d) Prioritization Matrix e) None of the above
Interrelationship Diagraph
The cause and effect diagram is also known as a (n) a) Chain reaction diagram b) Ishikawa diagram c) Fishbone diagram d) Both b and c e) Both a and c
Ishikawa diagram and Fishbone diagram
Surveys can be conducted by _____
Mail Telephone Email Web-based internet sites
In Garvin's_____-based approach, quality is conformance to manufacturing and/or engineering requirements. a) Product b) Manufacturing c) Value d) User e) Transcendent
Manufacturing
One of Garvin's dimensions of product quality is _____ and is described as reputation and other indirect measures of quality.
Perceived quality
_____is credited with inventing the term quality a) Socrates b) Deming c) Shewhart d) Plato e) Taguchi
Plato
What uses both qualitative and quantitative information? a) Matrix Diagram b) Interrelationship Diagraph c) Prioritization Matrix d) Affinity Diagram e) None of the above
Prioritization Matrix
What diagram allow managers to establish contingency plans? a) Matrix Diagram b) Activity Network Diagram c) Precedence Diagram d) Process Decision Program Chart e) a & b only
Process Decision Program Chart
_____ is considered a proactive approach to planning that considers the possibility that plans will not work out as expected. a) Matrix Diagram b) Activity Network Diagram c) Precedence Diagram d) Process Decision Program Chart e a & b only
Process Decision Program Chart
In Garvin's_____-based approach, quality is "a precise and measurable variable."
Product
Juran's Basic Quality Control process includes all of the following except a. Choose what to control b. Choose units of measurement c. Establish measurement d. Establish standards for performance or e. Prove the need for improvement
Prove the need for improvement
One of Garvin's dimensions of product quality is _____ and is described as the probability of a product malfunctioning within a specific time period.
Reliability
_____ is the consistency of the method. a) Reliability b) Redundancy c) Validity d) Methodology e) Data collection
Reliability
It is important to assure that input is obtained from the organization's _____ a) Sampling plans b) Response rates c) Tactical plans d) Operational plans e) Target markets
Response rates
One of Garvin's dimensions of product quality is _____ and is described as the speed, courtesy, competence, and ease of repair.
Serviceability
_____is considered by many to be the founder of the modern quality movement.
Shewhart
In _____, TQM is a fully integrated part of the organizations strategy and operation of business. a) SWOT b) JIT c) Strategic deployment d) Quality planning e) Strategic quality management
Strategic quality management
_____ are internal environmental factors that need to be identified
Strength and Weakness
_____ quantifies the loss to society of the variation in processes that result in products not being produced exactly on target.
Taguchi loss function
The _____ identifies who the organization intends to be in the future.
Vision
The SERVQUAL dimension of responsiveness is the a) Physical facilities, equipment, and appearance of personnel b) Ability to perform the promised service dependably and accurately c) Willingness to help customers and provide prompt service d) Knowledge and courtesy of employees and their ability to inspire trust and confidence e) Individualized attention the provides its customers
Willingness to help customers and provide prompt service
Order_____are the enhancements that exceed the minimum characteristics.
Winners
_____is central to Crosby's management philosophy.
Zero defects
Affinity Diagrams can be constructed using which methods? Brainstorming Focus groups Surveys opinion cards all of the above
all of the above
Approaches used to assess progress towards the achievement of strategic goals include_____ a) Cost of Quality b) Cost of Poor Quality c) Balanced Scorecard d) A and b are the same e) All of the above
all of the above
Juran's quality trilogy includes a) Quality Planning b) Quality Control c) Quality Improvement d) a, b and c e) None of the above
all of the above
Quality of design is _____ a) Necessary to achieve customer satisfaction b) Important for safety c) Important for liability reasons d) All of the above e) None of the above
all of the above
Strategic deployment should involve _____ a) Management b) The quality department c) Workers d) All of the above e) None of the above
all of the above
The seven management tools are designed to _____ a) Assist in the organization of information b) Assist in the communication of information c) Help analyze qualitative information d) All of the above e) None of the above
all of the above
The strategic management process includes which of the following phases? a) Strategic planning b) Strategic deployment c) Evaluation and control d A and b only e) All of the above
all of the above
When using a survey it is import to address the issue(s) such as _____ a Target populations b) Sampling plan c) Response rate d) Data analysis e) All of the above
all of the above
_____ of a focus group ensures that conversation remains on topic and there is no coercion. a) leader b) responder c) moderator d) sponsor e) manager
moderator
The process of developing measures and metrics is referred to as _____
operationalizing the dimensions of quality
In a SWOT analysis internal factors are _____
strengths and weaknesses
