MGMT 425 Exam 1 Question Bank
True or False: According to the product perspective of quality, smaller numbers of product attributes are equivalent to higher quality.
False
True or False: Instituting a strategy of quality improvement usually helps to increase short-run profitability.
False
True or False: Creating a culture for high performance begins with senior leadership's commitment to the workforce
T
True or False: Customers evaluate a service primarily by the quality of the human contact.
True
True or False: The ISO 9000 requirement for audits forces an organization to review its quality system on a routine basis.
T
True or False: The rapid increase in liability suits has made legal services an important aspect of quality assurance.
True
True or False: The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.
True
True or False: The transcendent definition of quality was first defined as the goodness of a product.
True
True or False: The user perspective of quality judges a product based on how well the product performs its intended function.
True
True or False: Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.
True
True or False: According to the manufacturing perspective of quality, quality is based on consistency in goods and services.
True
True or False: Accounting data are useful in identifying areas of quality improvement and tracking the progress of quality improvement programs.
True
True or False: Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality.
True
True or False: Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory.
True
True or False: Deming stressed that the highest levels of operational staff in an organization must assume the overriding responsibility for quality management.
True
True or False: Employees who embrace quality as a personal value often go beyond what they're asked or normally expected to do in order to reach a difficult goal or provide extraordinary service to a customer.
True
True or False: High quality of products is itself an important source of competitive advantage for organizations.
True
True or False: If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and functional testing.
True
True or False: Improvements in operations are achieved by reducing the causes and impacts of variation.
True
True or False: Inspection should be used as a means of gathering information that can be used to improve quality, not simply to remove defective items.
True
True or False: Inspection was the primary means of quality control during the first half of the twentieth century.
True
True or False: It is the responsibility of marketing and sales employees to learn about the products and product features that consumers want and know the prices that consumers are willing to pay for them.
True
True or False: People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.
True
True or False: Services cannot be stored, inventoried, or inspected prior to delivery as manufactured goods are.
True
True or False: The professional certifications of Certified Quality Manager, Certified Quality Engineer, and Certified Quality Auditor are sanctioned by the American Society for Quality (ASQ).
True
True or False: Customer satisfaction or dissatisfaction takes place during moments of truth.
T
According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding and fixing them. a. zero defects b. continuous improvement c. Baldrige criteria d. breakthrough improvement
A
According to Herzberg's Two-Factor theory, which of the following factors is an example of a motivational factor? a. Nature of work b. Adequate pay c. Safe working environment d. Reasonable level of job security
A
According to Kay Kendall and Glenn Bodison, which of the following "Conditions of Collaboration" refers to believing in the inherent worth of another person? a. Respect b. Values c. Trust d. Purpose
A
According to Peter Scholtes, a noted consultant, when people don't understand variation a. they see trends where there are none. b. they are more likely to distinguish between fact and opinion. c. they know when expectations are realistic. d. they don't see events as individual incidents.
A
According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______. a. top management b. suppliers c. middle management d. employees
A
According to the Hackman and Oldham work design model, a job is said to have high _____ if it permits workers freedom, independence, and authority to exercise personal control over the work. a. autonomy b. task identity c. task significance d. skill variety
A
According to the Hackman and Oldham work design model, which of the following core job characteristics is most likely to have an impact on an employee's experienced responsibility? a. Autonomy b. Task identity c. Skill variety d. Task significance
A
According to the Kano model, new or innovative features that customers do not expect or even anticipate fall under the category of a. delighters. b. dissatisfiers. c. continuous improvements. d. satisfiers.
A
According to the Kano model, the basic requirements that customers expect in a product or service that are generally not stated by customers but are assumed as given fall into the category of a. dissatisfiers. b. exciters. c. satisfiers. d. delighters.
A
Hewitt Associates uses _____ analysis to determine the most important drivers of retention for customer service representatives. a. regression b. correspondence c. principal component d. independent component
A
How does KARLEE provide a vertically integrated range of services that support customers from initial component design to a finished, assembled product? a. Advanced design engineering support b. No prototype production c. No manufacturing d. Lack of value-added assembly
A
In Juran's quality trilogy, the process of breaking through to unprecedented levels of performance is called a. quality improvement. b. quality control. c. quality planning. d. quality leadership.
A
In Juran's quality trilogy, the process of meeting quality goals during operations is called a. quality control. b. quality planning. c. quality leadership. d. quality improvement.
A
In Juran's quality trilogy, the process of preparing to meet quality goals is called a. quality planning. b. quality control. c. quality improvement. d. quality leadership.
A
Organizations can ensure that quality is rooted in their culture by a. internalizing quality at the personal level and encouraging employees to practice quality in all activities of daily life. b. encouraging employees to do more than what they are expected to do through reward programs. c. ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements. d. allotting sufficient budget amounts for equipment, training, and other means of assuring quality.
A
Stella works as a customer service executive at a firm that manufactures computer systems. She is motivated to perform her job effectively, as she is aware that her job of helping customers to resolve technical issues has a direct impact on the performance of the organization. Which of the following job characteristics, as identified by Hackman and Oldham in their work design model, is motivating Stella in this scenario? a. Task significance b. Autonomy c. Skill variety d. Task identity
A
Strategic human resource management differs from traditional HR practices in that strategic human resource management a. focuses on long-term, current, and future needs. b. views people as exploitable resources. c. relies on proven approaches. d. responds only to stated needs for system development.
A
The _____ dimension of quality, as suggested by David A. Garvin, refers to how a product looks, feels, sounds, tastes, or smells. a. aesthetics b. reliability c. assurance d. serviceability
A
The essence of Crosby's quality philosophy is embodied in what he calls the a. absolutes of quality management. b. the breakthrough sequence. c. quality trilogy. d. Deming chain reaction theory.
A
The final task in designing a customer satisfaction survey is to a. design the reporting format and the data entry methods. b. select the appropriate survey instrument. c. define the sample frame, or target group from which the sample is chosen. d. select the questions to be included in the survey.
A
The inspection and testing function in a manufacturing system contributes to the quality of the product by a. gathering information that can be used to improve the quality of products. b. selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering. c. designing and maintaining the tools used in manufacturing products. d. selecting appropriate technologies, equipment, and work methods for producing quality products.
A
Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction? a. They generally measure predetermined perceptions of what is important to customers. b. They incur high costs. c. They are very difficult to analyze. d. They are not effective in probing deeply into issues.
A
Which of the following perspectives judges quality of a product on the basis of consistency in meeting product specifications? a. Manufacturing perspective b. User perspective c. Value perspective d. Transcendent perspective
A
Which of the following perspectives of quality is most likely to be meaningful to people who work in marketing because they are responsible for determining the needs and expectations of the customers? a. User perspective b. Manufacturing perspective c. Value perspective d. Transcendent perspective
A
Which of the following perspectives of quality provides the basis for coordinating the entire value chain? a. Customer perspective b. User perspective c. Transcendent perspective d. Value perspective
A
Which of the following stages of a team's life cycle takes place when team members disagree on team roles and challenge the way that the team will function? a. Storming b. Norming c. Performing d. Adjourning
A
Which of the following statements regarding customer perceived value (CPV) is true? a. It measures how customers assess benefits of the product against costs in making purchase decisions. b. It measures customer satisfaction based on the likelihood of customers recommending the product to other customers. c. It focuses more on customer satisfaction than on customer loyalty. d. It takes into consideration only existing customers and not potential buyers.
A
Which of the following statements regarding customer-focused organizations is most likely true? a. They make it easy for customers to conduct business. b. They do not encourage customer complaints as it will affect their brand image. c. They are less keen on engaging in a face-to-face conversation with customers. d. They do not provide explicit guarantees and warranties to customers.
A
Which of the following statements regarding customers who are identified as "promoters" based on the net promoter score is true? a. They spread negative comments about the organization. b. They usually defect at higher rates. c. They are not likely to purchase from the organization again. d. They are less price-sensitive and more profitable.
A
Which of the following statements regarding the transcendent or judgmental perspective of quality is true? a. It is of little practical value to the managers, as standards of excellence vary considerably among individuals. b. It provides a precise and universally acceptable definition for quality. c. It defines quality on the basis of the relationship of product benefits to price. d. It provides a means by which quality can be measured or assessed as a basis for practical business decisions.
A
Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it? a. Formal written surveys b. Telephone interviews c. Focus groups d. Face-to-face interviews
A
Which of the following types of teams in an organization is usually cross-functional? a. Project team b. Self-managed team c. Natural work team d. Quality circle
A
Which one of the following Crosby's basic elements of improvement means that the top management must take quality improvement seriously? a. Determination b. Variation c. Implementation d. Suboptimization
A
With regard to quality management systems, _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations. a. quality policy b. quality memorandum c. quality trilogy d. quality minute book
A
A company and the people in the company need to continually renew themselves to take in new approaches and relearn many older ones. This is called _____. a. organizational designing b. organizational learning c. organizational structuring d. organizational engineering
B
According to Juran's classification system, customers who belong to the "vital few" a. need only standardized attention as a group. b. deserve special attention on an individual basis. c. can be targeted through mass marketing strategies. d. have needs and requirements that differ from general customers.
B
According to the Hackman and Oldham work design model, skill variety is a core job characteristic that refers to the degree to which the a. job gives the participants the feeling that they have a substantial impact on the organization or the world. b. job requires the worker to use a variety of talents. c. task permits freedom, independence, and personal control to be exercised over the work. d. worker can perceive the task as a whole, identifiable piece of work from start to finish.
B
Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality. a. exponential distribution b. hidden factory c. quincunx d. quality trilogy
B
In Deming's view, _____is the chief culprit of poor quality. a. concurrent engineering b. variation c. agility of the production process d. low level of tolerance in manufacturing
B
In a team's life cycle, the stage of _____ takes place when the issues of the previous stage have been worked out, and team members agree on roles, ground rules, and acceptable behavior when doing the work of the team. a. performing b. norming c. storming d. forming
B
In accordance with Juran's breakthrough sequence, the path from problem to solution consists of two journeys: the journey from symptom to cause is called a. remedial journey. b. diagnostic journey. c. continuous improvement. d. breakthrough improvement.
B
Kenneth works as a process associate in a company where he is unable to achieve a work-life balance. His personal problems are affecting his job performance. Even though he spends most of his time in the office, he is not able to perform his job effectively. According to the "engagement index" developed by Gallup, Kenneth will fall into the category of a. actively engaged employees b. not-engaged employees c. engaged employees d. actively disengaged employees
B
One of the ways that the legal services function helps to achieve quality is by a. ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries. b. designing and wording the company's product warranties properly. c. providing special statistical studies and analyses to the manufacturing or business support functions. d. authorizing sufficient budgeting for equipment, training, and other means of assuring quality.
B
Organizations can assess worker satisfaction by a. measuring the improvements in team selection and planning processes. b. conducting a formal survey that includes questions regarding quality of worklife, teamwork, opportunities and training provided, and leadership. c. assessing the employee understanding of problem-solving approaches and the frequency of use of quality improvement tools by the employees. d. analyzing data related to time taken by the management team to respond to employee suggestions, and the number of suggestions implemented.
B
Rational thinking skills have been successfully taught at American Honda for many years in a a. web-based training course. b. purely instructor-led workshop version. c. virtual workshop and forum. d. self-paced, asynchronous training program.
B
Teams that are organized to perform entire jobs, rather than specialized, assembly line-type work are known as _____ teams. a. management b. natural work c. virtual d. quality
B
The ASQ Quality Glossary defines customer _____ as "the result of delivering a product or service that meets customer requirements." a. engagement b. satisfaction c. enrichment d. loyalty
B
The Kano model of customer requirements uses the term "satisfiers" to refer to the a. basic requirements that are generally not stated by a customer but are assumed as a given. b. requirements that customers expressly say they want in a product. c. aesthetic features of a product that do not add any value to it. d. new or innovative features in a product that are not expected by customers in a product.
B
The concept of total quality is defined as a(n) a. customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation. b. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost. c. structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them. d. integrated approach to organizational performance management that results in lower consumption of resources.
B
The term "customer engagement" refers to a. customers' involvement in the early design and improvement of products. b. customers' investment in or commitment to a brand and product offerings. c. expectations that define the quality of customer contact with an organization. d. strategic alliances of organizations with customers who share common values.
B
The term "voice of the customer" refers to a. performance levels or expectations that define the quality of customer contact with an organization. b. customer requirements as expressed in the customer's own terms. c. involvement of customers in the development of new products. d. customers' investment or commitment to a brand or a product.
B
The term "workforce engagement" refers to the a. ability of an organization to accomplish its work processes through the knowledge, skills, abilities, and competencies of its workforce. b. extent of workforce commitment, both emotional and intellectual, to accomplishing the work, mission, and vision of the organization. c. art of creating conditions that allow the workforce to complete their work at their own peak level of efficiency. d. ability of an organization to ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers.
B
The value perspective defines quality of a product on the basis of the a. ability of the product to perform its intended function. b. relationship of product benefits to price. c. quantity of some product attribute. d. product's conformance to its specifications.
B
The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services. a. manufacturing b. design c. marketing d. distribution
B
Which of the following employees in an organization are responsible for selecting appropriate technologies, equipment, and work methods for producing quality products? a. Production workers b. Industrial engineers c. Salespeople d. Tool engineers
B
Which of the following is NOT one of KARLEE's principles of total quality? a. Customer focus b. Unobstructed approach c. Leadership d. Engagement of people
B
Which of the following is a negative impact of information technology on the customer service provided by service organizations? a. It has increased the labor intensity involved in the production of services. b. It has resulted in less personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers. c. It has decreased the speed of service. d. It has restricted the ability of customers to compare products with competitor brands before making a purchase.
B
Which of the following is the difference between Deming's and Juran's quality philosophy? a. Juran made top management commitment an absolute necessity. b. Juran sought to improve quality by working within the system familiar to managers. c. Juran demonstrated that quality management practices will save, not cost money. d. Juran viewed quality as imperative in the future competitiveness in global markets.
B
Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion? a. Histogram b. Likert scale c. R-chart d. Cause-and-effect diagram
B
Which of the following statements regarding internal customers of an organization is true? a. They buy products or services for their own personal use. b. They receive goods or services from suppliers within the organization. c. They are the ultimate purchasers of a product or service. d. They do not add any value to the product before it reaches the consumer.
B
Which of the following statements regarding the Six Sigma approach to quality improvement is true? a. It does not address problems involving cost reduction and efficiency. b. It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation that appeals to senior managers. c. It becomes less effective in addressing problems related to quality and efficiency if the Six Sigma tools are combined with lean tools from the Toyota production system. d. It focuses entirely on the training and education of managers and not the front-line employees and the technical staff in the organization.
B
Which of the following statements regarding the workforce management system proposed and designed by Frederick W. Taylor is true? a. The system failed to improve productivity in organizations. b. The system changed many manufacturing jobs into a series of mindless and mundane tasks. c. The system focused on training the workers and foremen on planning the process rather than just meeting the productivity standards. d. The system succeeded in exploiting the knowledge and creativity of the workforce.
B
Which of the following terms best represents a firm's ability to achieve market superiority? a. Flexibility b. Competitive advantage c. Quality assurance d. Agility
B
While facing a competitive crisis, Xerox adopted a new process in 1983 called a. Excellence in All We Do. b. Leadership Through Quality. c. Lean Six Sigma. d. New Quality Renewal.
B
With regard to quality management systems, a quality ______ serves as a permanent reference for implementing and maintaining the system. a. minute book b. manual c. policy d. trilogy
B
_____ are a result of the design of the product and production system and generally account for about 80 to 95 percent of the observed variation in the output of a production process. a. Remedial causes of variation b. Common causes of variation c. Assignable causes of variation d. Special causes of variation
B
_____ refers to an organization's ability to ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers, including the ability to meet seasonal or varying demand levels. a. Workforce engagement b. Workforce capacity c. Employee involvement d. Workforce capability
B
_____ refers to how employees are organized in formal and informal units, such as departments and teams. a. Workforce engagement b. Work design c. Workforce capacity d. Job design
B
A consumer electronics company introduced a new music system into the market with multiple features such as a built-in alarm, mobile and iPod charger, radio, and many more. The company is trying to influence the _____ perspective of quality by providing multiple features in a single product. a. value b. user c. product d. transcendent
C
According to Deming, a product or service possesses quality if a. the production process engages more workforce. b. the cost of the product or service exceeds its benefit. c. it enjoys a sustainable market. d. it shows variations in its production process.
C
According to Herzberg's Two-Factor theory, which of the following factors is an example of a maintenance factor? a. Recognition b. Advancement c. Safe working environment d. Achievement
C
According to Peter Scholtes, a noted consultant, when people don't understand systems a. they try to resist the process of change. b. they are less likely to distinguish between fact and opinion. c. they see the symptoms but not the deep causes of problems. d. they don't see events as individual incidents but assume it to be the combined result of several independent forces.
C
According to the Hackman and Oldham work design model, _____ is the degree to which the worker can perceive the task as a whole, identifiable piece of work from start to finish. a. task significance b. skill variety c. task identity d. autonomy
C
According to the characterization of total quality by James W. Dean, Jr. and David E. Bowen, _____ are considered the foundation of the quality philosophy. a. practices b. techniques c. principles d. variations
C
According to the gap model, the term _____ refers to the true needs and requirements of a customer. a. actual quality b. delighters c. expected quality d. exciters
C
An affinity diagram is a tool that can be used by organizations to a. measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. b. streamline their communication process with customers. c. gather and organize a large number of ideas or facts. d. train their employees on service recovery.
C
At KARLEE, each customer is assigned a(n) _____ that is on call 24 hours a day for day-to-day production issues. a. technical representative b. agent c. three-person customer service team d. contact
C
Customer-focused organizations consider complaints as opportunities for improvement because a. they allow them to test the aptitude and efficiency of their employees in handling customer complaints. b. they allow them to reduce the cost of research and development, since they learn about potential features through customers. c. effectively resolving complaints increases customer loyalty and retention. d. they help employees understand what it feels like to be a customer.
C
Customers evaluate a service primarily by the a. speed of the service. b. accuracy of the service. c. quality of the human contact. d. degree of customization offered by the service.
C
Ergo Industries, which manufactures automotive parts, had taken various measures to improve the quality of its products. The product-line managers at the company had the authority to stop production, without the approval of senior management, if they found defective components and had to take measures to resolve the issues. This authority motivated the managers to perform their jobs better. According to the Hackman and Oldham work design model, which of the following core job characteristics is influencing the performance of managers in this scenario? a. Skill variety b. Task identity c. Autonomy d. Task significance
C
Improved conformance in production or service delivery tends to increase profitability as a. it helps in differentiating the product from its competitors and improves the perceived value of the product. b. it ensures that the services are performed according to the convenience of the customer. c. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses. d. it leads to improved employee motivation.
C
Innovation, customer satisfaction, efficiency, and _____ are central to American Honda's success. a. advertising b. marketing c. branding d. positioning
C
Internal customers are a. not a part of the organization but are involved in the supply of the organization's products to the consumer. b. not a part of the organization but sell resources to the organization so that the organization can produce its products. c. a part of the organization who provide inputs and help to create outputs for customers. d. the end users of a company's products or services.
C
KARLEE's steps of customer focus, leadership, engagement of people, process approach, improvement, evidence-based approach, and relationship management are collectively called the a. KARLEE code. b. gold standard. c. exemplification of principles of total quality in its business practice. d. standards of care.
C
Kosher's, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality. a. user b. product c. value d. manufacturing
C
Many organizations have separate quality functions or departments that assume all of the following roles EXCEPT a. metrology. b. product/service design. c. legal services. d. supplier quality management.
C
Marketing and sales employees in an organization contribute to the quality of the product by a. bringing together technical staffs from both the buyer's and supplier's companies to design products and solve technical problems. b. designing and maintaining the tools used in manufacturing and inspection of goods. c. learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. d. ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.
C
Shenzen Electronics, a cell phone manufacturing company, buys microphones and Bluetooth handsets from Atid Infotech, which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) a. consumer. b. supplier. c. external customer. d. internal customer.
C
The _____ dimension of quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable. a. assurance b. reliability c. durability d. serviceability
C
The net present value of the customer is a. a measure of how customers assess the benefits of a product in making purchase decisions. b. a measure of the likelihood that satisfied customers will recommend the product to other customers. c. the total profits (revenues associated with a customer minus expenses needed to serve a customer) discounted over time. d. the total value of the benefits offered by a customer in a customer-supplier partnership.
C
The production of services differs from manufacturing because services a. can be inspected prior to delivery. b. require less customization compared to manufactured goods. c. produce outputs that are mostly intangible. d. are less labor intensive and involve minimal human interaction.
C
The ultimate purchaser of a product or service is referred to as a(n) a. supplier. b. external customer. c. consumer. d. internal customer.
C
Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with laws and regulations? a. Marketing and sales b. Tool engineering c. Legal services d. Finance and accounting
C
Which of the following dimensions of quality, as suggested by David A. Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards? a. Performance b. Reliability c. Conformance d. Durability
C
Which of the following functions in the manufacturing system is responsible for specifying long- and short-term production requirements for filling customer orders and meeting anticipated demand? a. Product design and engineering b. Manufacturing and assembly c. Production planning and scheduling d. Industrial engineering and process design
C
Which of the following is one of the four elements of Deming's system of profound knowledge? a. Quality leadership b. Suboptimization c. Understanding variation d. Modern quality technology
C
Which of the following is the first step in developing a customer satisfaction survey? a. Selecting the appropriate survey instrument b. Designing the survey c. Determining the purpose of the survey d. Selecting the group or individuals who will conduct the survey
C
Which of the following learning approaches did American Honda use to support the overall emphasis on growth and quality? a. Instructor-led training b. Self-paced learning c. Blended learning d. Pure virtual online learning
C
Which of the following models is used by American Honda for quality improvement? a. Enterprise process b. Customer-supplier c. Three-phase learning d. Six Sigma
C
Which of the following perspectives considers quality to be synonymous with superiority or excellence? a. Product perspective b. Value perspective c. Transcendent perspective d. Manufacturing perspective
C
Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function? a. Value perspective b. Product perspective c. User perspective d. Manufacturing perspective
C
Which of the following points about Crosby's absolutes of quality management is true? a. Doing jobs right the first time is expensive. b. Quality means conformance to elegance, not requirements. c. The only performance measurement is the cost of quality. d. The burden of responsibility for solving quality problems falls only on the quality department.
C
Which of the following practices will lead to effective recognition and rewarding of employees? a. Tying rewards to nonmeasurable performance so that employees provide more attention to quality rather than quantity b. Giving individual rewards rather than team rewards because team rewards can ignore the contributions of individual employees to the team c. Rewarding behavior, not just results d. Rewarding employees only through cash rewards as money is the most important and effective motivating factor for most employees
C
Which of the following principles supports statistical thinking, a philosophy of learning and action? a. Variations make it easy to understand root causes in a production process issue. b. Understanding and increasing variation are keys to success. c. Variation exists in all processes. d. All work occurs in a system of independent processes.
C
Which of the following statements about why organizations measure customer engagement and satisfaction is true? a. It helps them in determining their financial requirements and the required value of the cash reserve ratio. b. It helps them to segment markets based on demographic characteristics of customers. c. It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs. d. It helps them in determining their human resource requirements.
C
A _____ is a set of functions or activities within an organization that work together for the aim of the organization. a. quincunx b. schema c. hidden factory d. system
D
Which of the following statements regarding an advantage offered by customer-supplier partnerships to businesses is true? a. It helps organizations in selecting their customer-contact employees and training and empowering them to meet and exceed customer expectations. b. It helps organizations to build and maintain a work environment conducive to the well-being and growth of all employees by paying attention to their issues. c. It allows organizations to share the risks in new product development and improve products through early design recommendations. d. It allows organizations to effectively respond to customers' complaints by systematically collecting and analyzing complaint data and using it for improvements.
C
Which of the following statements regarding the American Customer Satisfaction Index is true? a. It is not effective in quantifying the value that customers place on products. b. It evaluates only the goods and services produced by domestic firms. c. It is based on customer evaluations of the quality of goods and services. d. It is updated on a rolling basis once a year by measuring all the sectors of the economy.
C
Which of the following statements regarding the job enlargement approach to work design is true? a. It leads to lower product quality. b. It allows workers to learn several tasks by rotating them between various tasks. c. It results in lower production costs and reduces fragmentation of jobs. d. It leads to lower worker satisfaction.
C
Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers? a. Mail surveys b. Online surveys c. Focus groups d. Telephone interviews
C
Which of the following terms refers to a device that illustrates a natural process of variation? a. Hidden factory b. Six sigma c. Quincunx d. Balanced scorecard
C
Which of the following was one of Crosby's basic elements of improvement? a. Agility b. Variation c. Implementation d. Suboptimization
C
Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management? a. Joseph Juran b. A.V.Feigenbaum c. Kaoru Ishikawa d. Philip.B.Crosby
C
_____ is an approach to work design that improves a worker's job by including several tasks rather than one single, low-level task. a. Job enrichment b. Job rotation c. Job enlargement d. Skill variety
C
A food manufacturing company motivates its employees to perform well by giving them more responsibilities and authority to make decisions. The company believes that giving more authority to employees makes them more dedicated and committed to their work. Which of the following terms best describes this approach to job design? a. Job enlargement b. Task identity c. Job rotation d. Job enrichment
D
According to Hackman and Oldham's work design model, experienced meaningfulness is the psychological need of workers to a. be accountable for the quality and quantity of work produced. b. know how their work is evaluated and the results of their evaluation. c. obtain information about the accuracy of their performance on a timely basis. d. have the feeling that their work is a significant contribution to the organization and society.
D
According to _____, the only performance measurement is the cost of quality, which is the expense of nonconformance and the only performance standard is "Zero Defects (ZD)." a. Ishikawa b. Juran c. Deming d. Crosby
D
According to the Kano model, which of the following features in a refrigerator is most likely to fall under the category of a delighter? a. Temperature controls b. A defrost option to clear ice c. A separate section for vegetables inside the refrigerator d. An anti-freeze feature that prevents the freezing of food inside the refrigerator
D
According to the dimensions of quality, as suggested by David A. Garvin, _____ refers to the probability of a product surviving over a specified period of time under stated conditions of use. a. durability b. serviceability c. conformance d. reliability
D
According to the gap model, the term _____ refers to the outcome of the production process and what is delivered to the customer. a. expected quality b. delighter c. satisfier d. actual quality
D
All of the following are results of Kenya Pharma's implementation of ISO 9001-certified QMS EXCEPT a. Kenya Pharma can push out information and updates faster to remote field service representatives (FSRs). b. The average time for sea shipments to clear customs decreased from 21.8 days to 5.7 days. c. The average time for air shipments to clear customs decreased from 2.5 days to 1.8 days. d. The percentage of health facilities passing supply chain data quality audits increased from 53 percent to 98 percent.
D
An organization that has a strategic orientation to human resource management will a. focus on short-term immediate needs rather than future needs. b. rely on proven approaches in designing and implementing policies and procedures. c. focus on responding to stated needs of the organization rather than predicting unstated needs. d. adapt to changing business needs through innovative programs and systems.
D
At KARLEE, the strategic direction of the company is set by a. mid-level executives. b. the president. c. a committee. d. SELs (Senior Executive Leaders).
D
Customers generally view quality from the _____ perspective. a. user b. manufacturing c. value d. transcendent or product
D
Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called a. basic elements of improvement. b. absolutes of quality management. c. the four steps to total quality control. d. a system of profound knowledge.
D
Dr. Ishikawa is best known for developing a popular quality improvement tool called _____. a. u-chart b. process capability index c. histogram d. cause-and-effect diagram
D
Feigenbaum defined the term _____ as an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction. a. absolutes of quality management b. basic elements of improvement c. quality trilogy d. total quality control
D
In Hewitt's employee engagement framework, resources and processes fall under the _____ component. a. people b. company practices c. total rewards d. work
D
Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the products are available in all its markets and ensures that the technical personnel in its retail outlets are adequately trained to repair its products. As suggested by David A. Garvin, the efforts taken by the company will enhance the _____ dimension of its product quality. a. durability b. reliability c. conformance d. serviceability
D
Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interior, well-designed equipment, and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in this scenario? a. Empathy b. Assurance c. Responsiveness d. Tangibles
D
Nathan, a sales manager at a consumer electronics company, motivated his sales executives by providing them with regular inputs on their performance and on what was expected of them from the company. The team had also developed a system through which the salespersons could analyze their performance based on customers' comments. According to the Hackman and Oldham work design model, which of the following core job characteristics is motivating the employees to perform better in this scenario? a. Autonomy b. Task identity c. Task significance d. Feedback from the job
D
The Union of Japanese Scientists and Engineers established the Deming Application Prize in 1951 to recognize companies that show a high level of achievement in a. variation of production processes. b. human resource policies. c. developing innovative products. d. quality practices.
D
The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it. a. marketing and sales b. manufacturing and assembly c. legal services d. finance and accounting
D
The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. a. value b. transcendent c. manufacturing d. customer
D
The _____ theory states that improvements in quality lead to lower costs because they result in less rework, fewer mistakes, fewer delays and snags, and better use of time and materials. Lower costs, in turn, lead to productivity improvements. a. Quincunx b. Basic Elements of Improvement c. Absolutes of Quality Management d. Deming Chain Reaction
D
The book Quality Is Free was written by a. Joseph Juran. b. Edwards Deming. c. Malcolm Baldrige. d. Philip Crosby.
D
The primary challenge laid out for American Honda's associate learning and organizational development group was to a. eliminate the delivery of training for employees. b. increase training time for employees in a classroom setting. c. minimize the use of technology in training employees. d. ensure a tangible transfer of skills to improve internal service quality.
D
The process of subjectively evaluating the quality of an employee's work is known as a. employee involvement. b. empowerment. c. workforce engagement. d. performance appraisal.
D
The purchasing department helps a firm achieve quality by a. defining long- and short-term production requirements for filling customer orders and meeting anticipated demand. b. ensuring that the products are assembled correctly and eliminating the causes that can lead to defects or errors in the final product. c. collaborating with product design engineers to develop realistic specifications for the product. d. providing quality-improvement training to suppliers.
D
The purpose of Deming's _____ experiment is to show that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process, or indiscriminately trying to remove common causes of variation. a. red beads b. hidden factory c. quincunx d. funnel
D
The term "employee involvement" refers to a. the art of creating conditions that allow all employees to complete their work, at their own peak level of efficiency. b. an organization's ability to ensure sufficient staffing levels to accomplish its work processes in order to meet seasonal and varying demands. c. how employees are organized in formal and informal units, such as departments and teams, within an organization. d. 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.
D
The term "workforce capability" refers to an organization's ability to a. ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers. b. create conditions that can motivate all employees to accomplish their work at their own peak level of efficiency. c. create job satisfaction among employees by engaging them in their work and making them a part of the "fabric" of the organization. d. accomplish its work processes through the knowledge, skills, abilities, and competencies of its people.
D
When designing a customer satisfaction survey, organizations should use a. compound questions. b. questions with double negatives. c. leading questions. d. questions that address only one issue or idea.
D
Which of the following "Conditions of Collaboration," proposed by Kendall and Bodison, creates a congruency between what the organization stands for and the personal beliefs of the individual? a. Respect b. Trust c. Communication d. Aligned values
D
Which of the following activities is a part of workforce management? a. Procuring the resources to carry out the production process b. Identifying new markets for a product c. Developing a long-term strategy for the organization d. Assisting in the design of work systems
D
Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service? a. Assurance b. Empathy c. Reliability d. Responsiveness
D
Which of the following is a process measure that helps to assess workforce effectiveness? a. Employee turnover b. Job satisfaction c. Perceptions of teamwork and management effectiveness d. Number of suggestions made by the employees
D
Which of the following is one of the key elements of Dr. Ishikawa's quality philosophy? a. Data with dispersion information are false data. b. Personnel management is the entrance and exit of quality. c. Remove the symptoms, not the root cause. d. Quality begins with education and ends with education.
D
Which of the following is the biggest cost in any employee turnover model? a. New hire training costs b. Separation processing costs c. Replacement hiring costs d. Lost productivity costs
D
Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production? a. User perspective b. Customer perspective c. Product perspective d. Manufacturing perspective
D
Which of the following statements regarding consumers of an organization is true? a. The retail outlets that sell the products of an organization are considered the consumers of that organization. b. They receive inputs from and produce outputs for other customers in the organization. c. They are a part of one of the various departments or processes of the organization. d. The consumers of an organization are the ultimate purchasers and users of the organization's products.
D
Which of the following statements regarding production of services is true? a. Compared to manufacturing organizations, it is easier for service organizations to identify and measure customers' needs and performance standards as they involve human contact. b. The production of services typically requires a lower degree of customization than does manufacturing. c. Compared to manufacturing, production of services is typically less labor intensive. d. Services are produced and consumed simultaneously
D
Which of the following statements regarding quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution is true? a. Inspection was the primary means of quality control. b. Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output. c. Ensuring quality of products was the responsibility of the quality departments, not the workers who were directly involved in creating the products. d. Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.
D
Which of the following statements regarding the employee suggestion system is true? a. It decreases workforce flexibility. b. It leads to poor interpersonal relationships in the workplace. c. It leads to lower levels of motivation. d. It improves workers' reasoning ability and leads to higher levels of peer recognition.
D
_____ is the function performed in organizations that facilitates the most effective use of people to achieve organizational and individual goals. a. Marketing management b. Product management c. Brand management d. Workforce management
D
True or False: According to Dr. Ishikawa's philosophy, data with dispersion information are false data.
F
True or False: According to Dr. Ishikawa's philosophy, the ideal state of quality control occurs when inspection becomes necessary.
F
True or False: According to the "engagement index" created by the Gallup Organization, employees who fall under the category of "not-engaged employees" undermine what their engaged coworkers accomplish.
F
True or False: According to the Kano model, "satisfiers" are the basic requirements customers expect in a product or service that are generally not stated by customers but assumed as given.
F
True or False: As managerial roles shift from directing and controlling to coaching and facilitating, managers, who must deal with cross-functional problems, benefit more from upward movement rather than horizontal movement in narrow functional areas.
F
True or False: Crosby's philosophy demonstrates that quality management practices will cost, not save money.
F
True or False: Dr. Kaoru Ishikawa, a quality philosopher, is best known for coining the phrase "total quality control."
F
True or False: Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information.
F
True or False: In the adjourning stage of a team's life cycle, the team members cooperate with each other to solve problems and complete the goals of their assigned work.
F
True or False: In the context of the dimensions of quality, as suggested by David A. Garvin, reliability is the amount of use one gets from a product before it physically deteriorates.
F
True or False: In the context of the gap model, a customer will be satisfied when the expected quality of a product is higher than the actual quality.
F
True or False: Job design refers to how employees are organized in formal and informal units, such as departments and teams, within an organization.
F
True or False: Job enlargement is a work design approach that motivates employees by giving them more authority, responsibility, and autonomy rather than simply more or different work to do.
F
True or False: Juran and Deming agreed on the policy that "Fear can bring out the best in people."
F
True or False: Management teams are specially empowered work teams whose members gather to solve a specific problem and then disband.
F
True or False: Natural work teams are usually cross-functional, as they work on specific tasks or processes that cut across boundaries of several different departments.
F
True or False: Setting simple goals is one of the practices that is used for implementing leadership as a quality management principle.
F
True or False: Special causes of variation in a production process arise from internal sources that are inherent in the process.
F
True or False: Strategic human resource management relies on proven approaches to improve organizational performance.
F
True or False: Teams organized to perform entire jobs, rather than specialized, assembly line-type work are referred to as quality circles.
F
True or False: The "conformance" dimension of a service depends on the ability of the service provider to provide what was promised to the customers, dependably and accurately.
F
True or False: The internal customers of a company are those people who ultimately purchase and use the company's products.
F
True or False: The total quality philosophy was initially based on only one principle—customer focus.
F
True or False: The workforce management system proposed by Frederick W. Taylor failed to improve productivity in organizations.
F
True or False: Variation in a production process makes it easier to find the root cause of the process issues.
F
True or False: With the implementation of an ISO 9001-certified QMS, Kenya Pharma found that process improvement efforts were effectively siloed.
F
True or False: Deming laid out a "quality improvement program" for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality.
False
True or False: During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success.
False
True or False: It is the responsibility of the organization's quality function to "own" or guarantee quality throughout the organization.
False
True or False: Manufacturing is generally more labor intensive compared to services.
False
True or False: Services are produced prior to consumption.
False
True or False: The Six Sigma approach for quality improvement requires increased levels of training and education for managers, but not for front-line employees.
False
True or False: The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.
False
True or False: The production of services typically requires a lower degree of customization than does manufacturing.
False
True or False: Unlike Deming, Juran proposed a major cultural change in the organization and did not seek to improve quality by working within the system familiar to managers.
False
True or False: Unlike other management gurus and consultants, Deming defined and described quality precisely
False
True or False: A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.
T
True or False: A team is said to be in the "storming" stage when team members disagree on team roles and challenge the way that the team will function.
T
True or False: A. V. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool.
T
True or False: According to Crosby, quality is judged solely on whether requirements have been met, and nonconformance is the absence of quality.
T
True or False: According to Juran, customers who fall under the category of "useful many" typically need only standardized attention as a group.
T
True or False: Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.
T
True or False: Common causes of variation in a production process are a result of the design of the product and production system.
T
True or False: Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance.
T
True or False: Customer relationship management systems help organizations increase customer loyalty, target their most profitable customers, and streamline customer communication processes.
T
True or False: Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.
T
True or False: Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.
T
True or False: Customer-contact employees are particularly important in creating customer satisfaction as they often are the only means by which a customer interacts with an organization.
T
True or False: Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.
T
True or False: Customer-supplier partnerships help organizations to improve products through early design recommendations and reduce operations costs through better communications.
T
True or False: Customers who are merely satisfied may often purchase from competitors because of convenience, promotions, or other factors.
T
True or False: Dissatisfied individual and business customers tend not to complain to organizations about problems.
T
True or False: Dr. Kaoru Ishikawa, a quality philosopher, advocated collecting and analyzing factual data using simple visual tools, statistical techniques, and teamwork as the foundations for implementing total quality.
T
True or False: Employee engagement fosters creativity and innovation.
T
True or False: Employee involvement (EI) 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.
T
True or False: Employees who participate in team activities feel more empowered and receive better training in both job-related and problem-solving skills.
T
True or False: Empowerment requires employees to step outside their traditional roles and make decisions previously made by managers.
T
True or False: Empowerment, teamwork, and a great work environment motivate employees intrinsically.
T
True or False: Herzberg's Two-Factor theory proposed that factors such as recognition, advancement, achievement, and the nature of the work itself are effective in motivating employees to work harder.
T
True or False: In the case of a customer satisfaction survey, face-to-face interviews tend to generate more qualitative data than formal written surveys.
T
True or False: Juran advocated the use of quality cost accounting and analysis to focus attention on quality problems.
T
True or False: Loyal customers are less costly to do business with compared to other customers.
T
True or False: Loyal customers are most likely to become dissatisfied when problems are not resolved after complaining to the organization.
T
True or False: One of the most important quality management techniques is basic statistics.
T
True or False: Problem-solving teams and project teams work more on an ad-hoc basis to address specific tasks or issues, often relating to quality improvement.
T
True or False: The ISO 9000:1994 series standards were intended to provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product.
T
True or False: The Taylor philosophy established an adversarial relationship between labor and management that has yet to be completely overcome.
T
True or False: The core of a QMS is focused on creating the goods and services that customers want.
T
True or False: The customer satisfaction measurement of customer perceived value focuses more on customer loyalty than on satisfaction.
T
True or False: The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.
T
True or False: The most common approach to assess worker perceptions and satisfaction is through a formal survey.
T
True or False: The needs and expectations of external customers are different from those of consumers.
T
True or False: The net promoter score is the difference in the percentage of promoters and detractors.
T
True or False: The nominal group technique helps to achieve consensus among team members by providing a way to prioritize and focus on important project objectives during the project definition stage.
T
True or False: Traditional hiring practices have been based or cognitive or technical rather than interpersonal skills.
T
True or False: Typical process measures that are used to assess workforce effectiveness include the number of suggestions that employees make, the numbers of participants in project teams, and participation in educational programs.
T
True or False: Using a structured problem-solving process helps teams mitigate issues that might lead to storming.
T
True or False: Variation in a production process decreases capacity utilization.
T
