Final Exam

Which of the following statements would Deming most likely agree with?

A and C. A: As quality improvements increase, levels of productivity rise throughout an organization C: If employees are to play an effective role in a continuous improvement process, no employee should lose a job because of productivity gains

For Juran, quality planning and control:

A and C. A: are company-wide efforts to achieve specific, measurable objectives C: are once-a-year activities that coincide with operations budgeting

Which of the following statements about "process" would Juran most likely agree with?

A and C. A: a process is a set of activities that, taken together, produce a result that is a value to a customer C: a process that creates a product may include several departments and areas within an organization

Managers can benefit from thinking about their jobs in terms of interpersonal, informational, and decisional roles because it:

A and C. A: prevents them from overlooking important aspects of their jobs, such as the liaison role, that are not covered by the traditional management functions C: helps them realize that they must perform their interpersonal and informational roles well in order to be fully effective in their decisional roles

The result of ____ indicate whether a solution to a problem should be implemented throughout the area targeted for improvement.

A trial test

In most organizations, the most costly defects in products and services:

All of the above

Which of the following are signs that an organization is on the path to long-term success with its planned change?

All of the above

Which of the following situations reflects the kind of fear that Deming believes must be driven out of the workplace?

All of the above

Employees who suppress their initiative simply follow the rules are probably working for

B or C B: bureaucratic manager C: an autocratic manager

Because a large number of guests choose this "environment-friendly" option, the hotel is able to significantly increase the productivity of room attendants, dramatically decrease the volume of linens and towels processed by the on-premises laundry, and substantially decrease energy and water costs. This example illustrates the concept of:

Breakthrough improvement

Which statements best distinguishes incremental improvements from breakthrough improvements?

Breakthrough improvements involve more change and produce higher levels of quality, speed, and savings than incremental improvements

A manager who makes decisions by enforcing rules and regulations that are already in place, who resists change and act as caretaker of the status quo is a _____ manager.

Bureaucratic

Which of the following tools is used for recording how frequently something occurs?

Check sheet

Which of the following is NOT part of the criteria recommended by Juran for organizations selecting their first quality improvement project?

Choose a project that minimizes the time that managers will spend away from their day-to-day activities

Which of the following is the most productive approach to conflict management?

Collaboration

According to Deming, quality improvement slogans, banners, and posters:

Disillusion and frustrate employees when they promote goals without specifying how the goals are to be achieved

You are the food and beverage manager of a large hotel. One of the department's freezers breaks down and the repair company cannot come out until tomorrow. You pull a food server from the lunch shift, borrow a server from the lounge, and help them transfer the food from the nonworking freezer into the department's other freezer. You have performed the management role of:

Disturbance handler

Which of the following has had the greatest impact on redefining the responsibilities of managers in the hospitality industry>

Electronic information management systems

Technological, market and work forces changes are all examples of ____ forces of change.

External

The spouse of one of your employees dies. You attend the funeral. Which management role are you performing?

Figurehead

Which tools is a step-by-step pictorial representation of activities and decision points in a work process?

Flow chart

One of the reasons a continuous-improvement team establishes baseline measurements when analyzing a problem is to:

Gauge the effectiveness of the solutions the team implements later on in the Continuous improvement process

The best starting point for identifying existing service problems or current work processes that fail to meet or exceed guest expectations is:

Guest feedback

Which of the following statements about traditional skills is true?

Hospitality employees need human relations skills

Which of the following is a selection tool used to quickly reduce a list of items to two or three choices?

Multi-voting

Which of the following statement about change is false?

Non of the above

If you want to successfully implement a large-scale organizational change, you should start with which of the following types of people?

None of the above

The most important task of a change sponsor is to

Persuade people to support the change

Which of the following tools is used for displaying data that shows how all of something can be broken down into percentages of the whole?

Pie chart

Which of the following statements is true about the planning functions of management?

Planning involves establishing goals and objectives to pursue during a future period

The complete redesign of an organization process is called

Reengineering

Which of the following practices seems to agree most with Deming's notions of "adopting a new philosophy"; of doing business?

Representatives from the sales department, the front desk, and the reservations area meet to develop service strategies for building repeat business over the next twelve months

Which are factors used to assess and rank a list of choices?

Selection criteria

Which of the following statements related to force field analysis is false?

There are four types of forces acting upon any situation

The type of leadership that is based on an exchange of services between the manager and his or her employees is called _____ leadership

Transactional

The articulation of what a organization will look like after a change is complete is called a

Vision Statement

The "Plan-Do-Check-Act" Cycle was created by:

Walter Shewhart

Ideally, change agents should come from

a variety of organizational levels

According to studied by John P. Kotter, author of the classic article, "What Effective General Managers Really Do" effective general managers:

rarely give orders

ISO 9000 certification:

signifies that a company has met minimum quality-management requirements