Quality Management

Which of the following characteristics is not necessarily needed to be a good leader? A. Good communication skills B. Positive role model C. A charismatic personality D. Persuasiveness

A charismatic personality

Successful supplier partnerships evolve in seven stages. They begin in the following order: Uncertainty and tentativeness; Short-term pressures; Need for new opportunity and ___________________.

Adoption of new paradigms

The most effective leaders can be found in what part of an organization? A. Top-level management B. Mid-level management C. Lowest paid wage earner D. All of the above

All of the above

The word that best describes management's role in employee empowerment is: A. Facilitation B. Leadership C. Commitment D. All of the above

All of the above

Which of the following statements are considered true concerning the affects of global integration? A. It has helped fuel economic growth throughout the industrialized world. B. It can be the Achilles heel of economic growth. C. Downturns in one country can now have a ripple effect that quickly spreads to other countries. D. All of the above

All of the above

The customer loyalty model consists of which of the following components?

All of the above are components of the customer loyalty model

Which of the following strategies are needed for establishing a quality culture? A. Take a hearts and minds approach B. Put the planned changes in writing C. Support of management D. All the strategies above are needed for establishing a quality culture.

All the strategies above are needed for establishing a quality culture.

Advocates of change: A. Are often unaware of how a proposed change will be perceived by potential resisters. B. Fear a loss of control. C. Sometimes fear the unknown. D. Are patient with the concerns of resisters.

Are often unaware of how a proposed change will be perceived by potential resisters.

A plus symbol (+) in one of the squares under the HOQ roof indicates that the two technical requirements forming that intersection: A. Are closely related. B. Are supportive of each other. C. Are high priority customer needs. D. Verifies the math in the planning section.

Are supportive of each other.

Which of the following strategies are applied in order to be a good team member? A. Establish ground rules B. Be well prepared and participate C. Identify success criteria D. None of the above

Be well prepared and participate

Leadership skills are: A. Inherited B. Learned C. Both A and B D. None of the above

Both A and B-- Inherited and Learned

The most important factors that combine to magnify the need for training are global competition, rapid and continual change, quality of the existing labor pool, technology transfer problems, and A. Quality of organization B. Changing demographics C. Change in productivity D. Corporate image

Changing demographics

The maximum benefits of partnering are realized when all parties in the chain of partners: A. Are satisfied B. Cooperate C. Get what they want D. Trust each other

Cooperate

Which of the following is not a value that leads to peak performance and excellence? A. Creativity B. Quality C. Dependability D. Opportunity

Dependability

Employee empowerment is: A. Employee involvement in decision making. B. Power of the employee to make suggestions that will be reviewed by management C. Employee input that is heard, seriously considered, and followed up on whether it is accepted or not. D. Power of the employee to make a decision without management involvement.

Employee input that is heard, seriously considered, and followed up on whether it is accepted or not.

There are several primary reasons why cultural change must either precede or at least parallel the implementation of total quality. Which of the following is NOT a primary reason? A. Moving to Total Quality takes time. B. Employees may not adapt to too many changes. C. It can be difficult to overcome the past D. Change cannot occur in a hostile environment

Employees may not adapt to too many changes.

Which of the following is not classified as a type of team according to Johnson, Katner, and Kikora? A. Environmental improvement team B. Departmental improvement team C. Process improvement team D. Task force

Environmental improvement team

An organization's vision is a specific measurable goal it tries to achieve.

False

Any supplier would make a good partner.

False

Communication just happens.

False

Company level communication is communication within a peer group.

False

Effective communication means receiving a message, correctly decoding it, and accurately perceiving what it means.

False

If a manufacturer is not careful a customer-supplier partnership can be very costly, especially in the product development cycle.

False

If an organization begins to decline after moving to total quality it should return to its traditional approach.

False

It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer.

False

Joseph M. Juran is best known for the Seven Deadly Diseases.

False

Locus of control is a person's ability to undertake self-directed tasks and to cope with tense structure.

False

Misleaders surround themselves with knowledgeable, strong people who are able to make them appear to be good leaders.

False

Quality Function Deployment's HOQ matrix number 1 is for establishing the interrelationships between customer need and the technical requirements for the product.

False

SWOT Analysis is the only step needed in the strategic planning process.

False

Technology transfer is the process of moving newly commercialized technologies into the workplace where they can be used to enhance productivity, quality, and competitiveness.

False

The most effective way to implement changes is to make sure all employees have sufficient warning prior to the actual changes.

False

The only way the U.S. can overcome business-related inhibitors is for the government to enact policies that will reduce non-value-added costs to a minimum.

False

U.S companies, mistakenly seeing quality as the issue, learned that quantity was the key to success in the global marketplace.

False

Which of the following character traits promote successful teamwork? A. Honesty B. Controlling C. Impatience D. Need to be in-charge (bossy)

Honesty

The primary inhibitor of empowerment is: A. The Wohcao Syndrome B. Human nature's resistance to change. C. Resistance from employees and unions. D. Resistance from management.

Human nature's resistance to change.

The international standard for corporate social responsibility is:

ISO 26000

Which of the following is a trend that will shape the future of quality management? A. The Deming Cycle. B. The Juran Trilogy. C. Global economy. D. Increasing global competition.

Increasing global competition.

Which of the following statements are true concerning communication with customers? A. Must extend only to internal customers. B. Is never misunderstood. C. Is essential in a competitive marketplace D. Is not necessary in a small town

Is essential in a competitive marketplace

Which of the following countries is the most competitive country in the world? A. Germany B. United States C. Japan D. Switzerland

Japan

Which of the following is a strategy for maintaining a quality culture?

Keep employees involved

Which of the following strategies counter the negative influences of advisor and followers? A. Personal identity of members B. Looking for disagreement among advisors C. Relationships among team members D. Follower's identity within the organization

Looking for disagreement among advisors

Strategic management is: A. Creative thinkers who look at their business environment from a different perspective. B. Expansive and wasteful. C. Constantly seeking gaps in the marketplace that their companies can fill. D. Management that bases decisions within an ethical framework.

Management that bases decisions within an ethical framework.

Internal partnering occurs at three levels. Which of the following is NOT one of these levels? A. Team-to-team partnerships B. Management-to-management partnerships C. Management-to-employee partnerships D. Employee-to-employee partnerships

Management-to-management partnerships

In what matrix of the QFD HOQ are the improvement factor and sales point developed? A. Matrix 1 (Customer Needs) B. Matrix 2 (Planning) C. Matrix 4 (Interrelationships) D. Matrix 6 (Design Targets)

Matrix 2 (Planning)

Which of the following statements is true concerning strategies used to execute a strategic plan? A. Organizations should communicate at all times. B. Consult with only managers. C. Adjust to administrative barriers. D. Be flexible and improvise.

Organizations should communicate at all times.

An organization with a customer focus is: A. Outward-looking B. Inward-looking C. Established D. Continually improving

Outward-looking

Which of the following is the most appropriate leadership style in a total quality setting? A. Autocratic B. Democratic C. Participative D. Goal-orientated

Participative

When handling an ethical dilemma, managers should select the option that will most likely: A. Pass the various ethics tests B. Build strength in the organization C. Set the best example for employees D. None of the above

Pass the various ethics tests

Partnering can lead to continual improvements in such key areas as relationships between customers and suppliers, customer satisfaction, and A. Increased competitiveness B. Increased resources C. Processes and products D. Quality Control

Processes and products

Which of the following functions is part of the Juran Trilogy? A. Pareto Principle B. Quality planning C. Unity of purpose D. Six Sigma Program

Quality Planning

Of the trends listed below, which one increases the level of globalization in business? A. Growing irrelevance of distance. B. Shifts in the interest rates. C. Quality of the product. D. Rise of small towns.

Quality of the product

Customers want an excellent product or service from an organization that also provides: A. The Deming Cycle B. Quick fixes C. Reliable delivery and after purchase support D. Stamps

Reliable delivery and after purchase support

The concepts of trust, integrity, and _______ are part of the value system of total quality. A. Morality B. Responsibility C. Trust D. Legality

Responsibility

Which of the following mechanisms can help improve communication? A. An internal customer B. Self-managed and cross-departmental teams C. Organization employees D. External customers

Self-managed and cross-departmental teams

When making comparisons among internationally competing countries, the following indicators are used: A. Standard of living and investment. B. Quality is the key to success. C. Government infrastructure. D. Ability to compete.

Standard of living and investment

Which of the following statements best describe the acronym SWOT? A. Specific, Witness, Opportunities, and Time. B. Single, Weaknesses, Occasion, and Tactics. C. Strengths, Weaknesses, Opportunities, and Threats. D. Strategic, Weaknesses, Objectives, and Tactics.

Strengths, Weaknesses, Opportunities, and Threats.

A common approach for managing quality in the supply chain is:

Supplier evaluations

Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one of the three ingredients? A. Teamwork B. Education C. Determination D. Implementation

Teamwork

The total quality approach has which of the following characteristics? A. Teamwork B. Obsession with quantity C. Confusion and poor leadership D. One employee in charge

Teamwork

In a total quality setting, quality is defined by: A. The employee B. The customer C. The management D. The organization

The customer

Which of the following statements apply when developing a mission statement? A. The how-to statements. B. Describe the "who, what, and where" of the organization. C. Be brief, but comprehensive. D. Choose wording that is simple.

The how-to statements

There are several components of communication. They are: A. The sender, the message, the receiver, verification B. The message, the medium, the sender, the customer C. The medium, the goals, the receiver, the message D. The message, the sender, the receiver, the medium

The message, the sender, the receiver, the medium

Managers have three main responsibilities in regard to ethics. Which of the following is NOT one of those? A. They are responsible for creating an internal environment that promotes, expects, and rewards ethical behavior. B. They are responsible for helping employees make ethical choices. C. They are responsible for setting an example of ethical behavior. D. They are responsible for helping employees follow through and exhibit ethical behavior after the appropriate choices have been made.

They are responsible for creating an internal environment that promotes, expects, and rewards ethical behavior.

A core competency is something an organization does so well it can be viewed as a competitive advantage.

True

A nation's ability to compete in the global marketplace has a direct bearing on the quality of life of its citizens.

True

A quality circle is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement.

True

A team is a group of people with a common, collective goal.

True

A team must have a mission statement because it explains the team's reason for being.

True

According to the Three-Legged Stool of Total Quality, the seat of the stool is customer focus.

True

Coaches promote mutual respect among team members and promote cultural diversity.

True

Employee enlistment means not simply empowering employees to participate in the decision-making process but expecting them to do so.

True

Expectations are important determinants of organizational culture.

True

Fear of exclusion can cause managers to resist employee empowerment.

True

In a total quality setting, people are responsible for their actions and accountable for their performance.

True

In order to survive in a globally competitive environment, organizations must adopt a broad strategy that gives them a sustainable competitive advantage.

True

It is important for those who want to lead to first learn how to follow.

True

Leadership and management are not the same thing but both are needed.

True

Morality refers to the values that are subscribed to and fostered by society in general and by individuals within society.

True

Quality Function Deployment is a model for incorporating customer input and feedback into product development.

True

Quality Function Deployment seeks to ensure that customer input is an important factor in the design of products.

True

Quality deals not only products and services but also includes people, processes, and environments

True

The affinity diagram is used to bring logic and structure to the creative process.

True

The customer in a total quality setting defines quality.

True

The key people in an organization that is establishing a quality culture are those who can facilitate and those who can inhibit implementation of the change.

True

The need to improve an organization's financial condition correlated directly with the process of making and measuring quality improvements.

True

The overall purpose of internal partnering is to harness the full potential of the workforce and focus it on continual improvement of quality.

True

The rationale for partnering with potential competitors is competitiveness.

True

Today's consumers define quality as being flawless and having all of the attributes they want in just the way they want them.

True

When trying to communicate it is important that you do not use open-ended questions.

True

Which of the following is NOT a law of organizational change? A. Involve everyone affected by change in making it. B. Be prepared to listen and observe. C. Trust people and treat them with dignity and respect. D. Understand the history behind the current culture.

Trust people and treat them with dignity and respect.

QFD was developed in 1966 by: A. Yoji Akao B. Motorola C. W. Edwards Deming D. Ford Motor Co.

Yoji Akao