OM451 Final Exam Practice
Which of the following perspectives of the balanced scorecard includes profitability, revenue growth, return on investment, economic value added (EVA), and shareholder value? Select one: a. Internal perspective b. Innovation & Learning perspective c. Customer perspective d. Financial perspective
Financial perspective
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. Select one: a. hidden factory b. quincunx c. red beads d. funnel
funnel
Affinity diagram is a tool that can be used by organizations to: Select one: a. streamline their communication process with the customers. b. measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. c. gather and organize a large number of ideas or facts. d. train their employees on service recovery.
gather and organize a large number of ideas or facts.
If the variation in the process is due to common causes alone, the process is said to be: Select one: a. in pre-control. b. not capable. c. in statistical control. d. out of control.
in statistical control.
Based on historical data, the diameter of a ball bearing is normally distributed with a mean of 0.527 cm and a standard deviation of 0.008 cm. Suppose that a sample of 18 ball bearings are randomly selected from a very large lot. Determine the probability that the average diameter of a sampled ball bearing is greater than 0.530 cm. Select one: a. 0.4938 b. 0.5062 c. 0.0559 d. 0.2324
0.0559
A precision parts manufacturer produces bolts for use in military aircraft. The specifications for bolt length are 37.50 + 0.25 cm. The company has established an x-bar chart and an R-chart using samples of size five. The center lines for the -chart and R-chart are set at 37.35 cm and 1.05 cm, respectively. What is the value of Cpk for this process? Select one: a. 0.28 b. 0.03 c. 0.07 d. 0.75
0.07
A perfume bottle is designed to have a capacity of 15 ounces. There is variation in the bottle manufacturing process. Based on historical data, assume the bottle capacity can be reasonably modeled by a normal distribution with a mean of 15 ounces and a standard deviation of 0.2 ounces. What proportion of these bottles will have a capacity between 14.7 and 15.1 ounces? Select one: a. 0.6247 b. 0.9876 c. 0.3830 d. 0.8664
0.6247
A personal computer system is composed of the processing unit, graphics board, and keyboard with reliabilities of 0.976, 0.785, and 0.893, respectively. This is a series system and even if one component fails, the computer will not function correctly. The reliability of this system is: Select one: a. 0.864 b. 0.785 c. 0.684 d. 0.953
0.684
An electric component has a failure rate of λ= 0.0035 failure per hour. For this component, the mean time to failure(θ) is _____. Select one: a. 285.7 hours b. 628.3 hours c. 356.8 hours d. 532.7 hours
285.7 hours
What is the Six Sigma quality level when the process standard deviation is 1σ and the tolerance range is 10 σ? Select one: a. 9 b. 5 c. 3 d. 11
5
An experiment that evaluates the effect of two factors (temperature and speed) at three levels (low, medium, high) has _____ possible combinations to test. Select one: a. 8 b. 6 c. 5 d. 9
9
Which of the following personal leadership characteristics refers to taking responsibility for the organization, community, or self that the leader serves? Select one: a. Accountability b. Perseverance c. Integrity d. Courage
Accountability
Which of the following is a management and planning tool for organizing a large number of ideas, opinions, and facts relating to a broad problem or subject area? Select one: a. Interrelationship diagraph b. Affinity diagram c. Process decision program chart d. Matrix diagram
Affinity diagram
_____ refers to consistency of plans, processes, information, resource decisions, actions, results, and analyses to support key organization-wide goals. Select one: a. Alignment b. Creativity c. Integration d. Sustainability
Alignment
_____ refers to an examination of facts and data to provide a basis for effective decisions. Select one: a. Interlinking b. Data warehousing c. Clustering d. Analysis
Analysis
Which of the following is true about the stage 0 of the Baldrige roadmap to performance excellence? Select one: a. At this stage organizations commit to a proactive approach to improvement. b. At this stage senior leaders begin to experience traction on their organizational transformation strategies. c. At this stage approaches of leadership, such as values deployment and culture building, begin to link and align with the operational processes of the organization. d. At this stage organizations opt to wait for mandates and regulations, and they implement change when required to maintain compliance.
At this stage organizations opt to wait for mandates and regulations, and they implement change when required to maintain compliance.
Which of the following competencies in a leader involves assuming responsibility for ensuring necessary resources are available and the evaluation of processes to ensure effective resource use? Select one: a. Motivator b. Builder c. Navigator d. Learner
Builder
In the context of a Six Sigma team, who among the following is typically a senior-level manager who owns the Six Sigma project and is responsible for its completion and results? Select one: a. Green Belt b. Black Belt c. Champion d. Master Black Belt
Champion
Which leadership style is most appropriate for followers having the drive and motivation to do a good job, but lack some experience or skills? Select one: a. Supporting b. Directing c. Delegating d. Coaching
Coaching
_____ is a process in which all major functions involved with bringing a product to market are continuously involved with product development from conception through sales. Select one: a. Axiomatic design b. Design for Six Sigma c. Concurrent engineering d. Organizational learning
Concurrent engineering
Which of the following is the first step involved in designing a manufacturing process? Select one: a. Documenting the procedures and requirements in a flowchart b. Analyzing the processes prior to implementation to improve quality c. Conducting a detailed technical analysis of the characteristics of the product d. Defining the sequence of steps that need to be performed
Conducting a detailed technical analysis of the characteristics of the product
Which of the following categories of quality problems is characterized by unsatisfactory performance that causes customer dissatisfaction, such as high levels of defects, service failures, or customer complaints? Select one: a. Product design problems b. Efficiency problems c. Unstructured performance problems d. Conformance problems
Conformance problems
The ultimate purchaser of a product or service is referred to as a/an _______. Select one: a. internal customer b. external customer c. consumer d. supplier
Consumer
An organization is implementing tools to ensure that key variables remain within maximum acceptable ranges under a modified process. The organization is most likely in which stage of Six Sigma? Select one: a. Define b. Improve c. Control d. Analyze e. Measure
Control
Which of the following personal leadership characteristics refers to the ability to see possibilities, horizons, and futures that don't yet exist, enabling the leader to help build a shared vision? Select one: a. Creativity b. Well-being c. Accountability d. Integrity
Creativity
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." Select one: a. Deming b. Juran c. Ishikawa d. Crosby
Crosby
Leadership, strategic planning, and _____ categories represent the "leadership triad" of the Baldrige criteria. Select one: a. Measurement, Analysis, and Knowledge Management b. Operations Focus c. Customer Focus d. Workforce Focus
Customer Focus
_____ is the process of designing a product for efficient production at the highest level of quality. Select one: a. Design for environment b. Design for manufacturability c. Design for reliability d. Design for disassembly
Design for manufacturability
Which of the following activities of the Design for Six Sigma (DFSS) seeks to refine designs to identify and eliminate potential failures, achieve high reliability, and ensure that it can be easily manufactured, assembled, or delivered in an environmentally-responsible manner? Select one: a. Design optimization b. Concept development c. Design verification d. Detailed design
Design optimization
Which of the following is regarded as the best approach to prevent mistakes in a process because of its ability to avoid rework and wastage of time and resources? Select one: a. Identifying defects and errors soon after they occur and quickly correcting the process b. Conducting a cost-benefit analysis to determine the impact of stopping a process c. Designing potential defects and errors out of the process d. Identifying potential defects and errors and stopping a process before they occur
Designing potential defects and errors out of the process
Which of the following is the first step in developing a customer satisfaction survey? Select one: a. Selecting the appropriate survey instrument b. Determining the purpose of the survey c. Selecting the group or individuals who will conduct the survey d. Designing the survey
Determining the purpose of the survey
In which of the following styles of leadership do managers define tasks and roles, and closely supervise work? Select one: a. Delegating b. Coaching c. Supporting d. Directing
Directing
In which of the following stages of the Deming cycle is an improvement plan implemented on a trial basis, such as in a laboratory, pilot production process, or with a small group of customers, to evaluate a proposed solution and provide objective data? Select one: a. Do b. Plan c. Act d. Study
Do
_____ knowledge includes information stored in documents or other forms of media such as databases, policies and procedures, and technical drawings. Select one: a. Explicit b. Tacit c. Internal d. Comparative
Explicit
Which of the following perspectives of the balanced scorecard measures the ultimate results that the business provides to its shareholders? Select one: a. Financial perspective b. Customer perspective c. Internal perspective d. Innovation perspective
Financial perspective
Which of the following is NOT an indication of an out-of-control process? Select one: a. Two of three consecutive points fall in the outer one-third region between the center line and one of the control limits. b. A single point falls above the upper control limit. c. Five consecutive points fall on one side of the center line. d. Four of five consecutive points fall within the outer two-thirds region between the center line and one of the control limits.
Five consecutive points fall on one side of the center line.
_____ involve(s) drawing inferences about two contrasting propositions relating to the value of a population parameter, one of which is assumed to be true in the absence of contradictory data. Select one: a. Descriptive statistics b. Predictive statistics c. Hypothesis testing d. Probability distributions
Hypothesis testing
Topline Inc. is a leading supplier of food products to retailers across the U.S. As part of its quality management principle, it focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities, with the key requirement being customer focus. The guidelines for the quality management system followed by Topline are as per the framework of _____. Select one: a. Six Sigma b. ISO 9001 c. Lean Manufacturing d. MBNQA
ISO 9001
Which of the following is NOT considered in strategic human resource plans? Select one: a. Initiatives to foster knowledge sharing and organizational learning b. Partnerships with educational institutions to help ensure the future supply of well-prepared employees c. Initiatives to reduce collective bargaining through union involvement d. Redesign of the work organization to increase empowerment and decision-making or team-based participation
Initiatives to reduce collective bargaining through union involvement
_____ involves the adoption of an idea, process, technology, product, or business model that is either new or new to its proposed application. Select one: a. Design optimization b. Concurrent engineering c. Quality Function Deployment (QFD) d. Innovation
Innovation
_____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance. Select one: a. Programming b. Mining c. Interlinking d. Enterprise resource planning (ERP)
Interlinking
Which of the following is a reason why process management is important for organizations? Select one: a. It assists organizations in recruiting the most suitable employees whose values match the culture of the organization. b. It helps organizations to increase employee morale and commitment to the organization. c. It assists organizations in identifying opportunities for improving quality and operational performance. d. It helps organizations to segment customers into natural groups in order to customize products that are better able to meet customers' needs.
It assists organizations in identifying opportunities for improving quality and operational performance.
Which of the following is not a benefit of ISO 9000? Select one: a. It provides discipline. b. It offers a marketing program. c. It ensures the quality of products and services. d. It contains the basics of a good quality system.
It ensures the quality of products and services.
Which of the following statements is true regarding kaizen? Select one: a. It attempts to achieve radical improvements in a very short time period. b. It focuses on small, gradual, and frequent improvements. c. It involves only the top management of the organization. d. It requires large financial investments
It focuses on small, gradual, and frequent improvements.
In the case of a manufacturing company, which of the following is an example of a value-creation process? Select one: a. Product designing b. Public relations c. Legal services d. Human resource services
Product designing
Which of the following is true of the poka-yoke approach used for mistake-proofing processes? Select one: a. Most of the techniques of poka-yoke are expensive and extremely complex to implement. b. It helps to engage workers in continuous improvement activities. c. It is ineffective in providing immediate feedback to the employees regarding the error in the process. d. It was developed by Kaoru Ishikawa.
It helps to engage workers in continuous improvement activities.
Which of the following is true of the American Customer Satisfaction Index? Select one: a. It is updated on a rolling basis once a year by measuring all the sectors of the economy. b. It is not effective in quantifying the value that customers place on products. c. It evaluates only the goods and services produced by the domestic firms. d. It is based on customer evaluations of the quality of goods and services.
It is based on customer evaluations of the quality of goods and services.
Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction? Select one: 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 takes into consideration only existing customers and not potential buyers. d. It focuses more on customer satisfaction than on customer loyalty.
It measures how customers assess benefits of the product against costs in making purchase decisions.
_____ assets refer to the accumulated intellectual resources that an organization possesses, including information, ideas, learning, understanding, memory, insights, cognitive and technical skills, and capabilities. Select one: a. Information b. Knowledge c. Personal d. Corporate
Knowledge
_____ involves the process of identifying, capturing, organizing, and using knowledge assets to create and sustain competitive advantage. Select one: a. Knowledge mining b. Interlinking c. Knowledge management d. Knowledge sharing
Knowledge management
Which category of the Baldrige framework is instrumental in driving quality and performance excellence throughout an organization? Select one: a. Strategic planning b. Leadership c. Measurement, Analysis, and Knowledge Management d. Customer focus
Leadership
Within GE, Six Sigma includes a diverse population of technical and non-technical people, managers, and others from key business areas who work together as a team to attack a problem using the DMAIC approach. All employees participate, not just those that hold the "belts". This implementation approach can best be described as: Select one: a. Process thinking b. Continuous reinforcement and rewards c. Leadership in the trenches d. Bottom-line orientation
Leadership in the trenches
Which of the following is reflected in benchmarking practices? Select one: a. Depleting organizational energy due to change in organizational practices b. Avoiding change in routine practices and processes within an organization c. Undergoing a slow pace of organizational process change d. Learning from experiences and best practices of others
Learning from experiences and best practices of others
In which of the following stages of a quality life cycle is quality strategically aligned and deployed across the organization? Select one: a. Regeneration b. Maturation c. Adoption d. Stagnation
Maturation
Which of the following categories is considered the foundation of the Baldrige framework? Select one: a. Results b. Leadership c. Measurement, Analysis, and Knowledge Management d. Customer Focus
Measurement, Analysis, and Knowledge Management
Which of the following leadership competencies involves creating shared meaning and providing direction towards a vision, mission, goal or end-result? Select one: a. Builder b. Navigator c. Communicator d. Learner
Navigator
Which of the following of Deming's 14 points discusses creating and publishing to all employees a statement of the aims and purposes of the company or other organization, and the management demonstrating constantly their commitment to this statement? Select one: a. Point 1 b. Point 14 c. Point 12 d. Point 7
Point 1
A consumer electronics company introduced a new music system into the market with multiple features like 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.
Product
Which of the following measures of the Baldrige criteria of performance measurement includes internal quality measurements, defect levels, service errors, and response times? Select one: a. Financial and market outcomes b. Customer-focused outcomes c. Product and process outcomes d. Leadership and governance outcomes
Product and process outcomes
Which of the following phases of product development usually includes prototype testing? Select one: a. Full-scale production b. Product/process development c. Idea generation d. Market evaluation
Product/process development
Which of the following types of teams in an organization is usually cross-functional? Select one: a. Natural work team b. Project team c. Self-managed team d. Quality circle
Project team
In an automotive assembly plant, upstream suppliers do not produce until the downstream customer signals a need for parts. The lean tool that best describes this arrangement is: Select one: a. Total productive maintenance (TPM) b. Standardized work c. Visual control d. Single minute exchange of dies (SMED) e. Pull production
Pull production
Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution? a. Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them. b. Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output. c. Inspection was the primary means of quality control. d. Ensuring quality of the products was the responsibility of the quality departments and not the workerswho were directly involved in creating the products.
Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.
A company wishes to monitor the variation in the length of time it takes to process and send a bill to a customer. Seven bills will be randomly selected each day for a 60-day period and the length of time it takes to process and send the bill to a customer will be recorded for each bill. The appropriate control chart is a(n): Select one: a. R-chart. b. np-chart. c. u-chart. d. p-chart.
R-chart.
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? Select one: a. Empathy b. Reliability c. Responsiveness d. Assurance
Responsiveness
In the context of the Baldrige criteria for performance excellence, the _____ category provides "real-time" information (measures of progress) for evaluation and improvement of processes and products, in alignment with overall organizational strategy. Select one: a. Strategic Planning b. Operations Focus c. Results d. Measurement, Analysis, and Knowledge Management
Results
Which of the following practices will lead to effective recognition and rewarding of employees? Select one: a. Giving individual rewards rather than team rewards because team rewards can ignore the contributions of individual employees to the team b. Rewarding behavior, not just results c. Tying rewards to immeasurable performance so that employees provide more attention to quality rather than quantity d. Rewarding employees only through cash rewards as money is the most important and effective motivating factor for most employee
Rewarding behavior, not just results
Which of the following is true regarding production of services? Select one: a. Services are produced and consumed simultaneously. b. Compared to manufacturing, it is easier for service organizations to identify and measure customers' needs and performance standards as they involve human contact. c. The production of services typically requires a lower degree of customization than does manufacturing. d. Compared to manufacturing, production of services is typically less labor intensive.
Services are produced and consumed simultaneously.
Cindy Hayes, the CEO of Spurling Inc., wants the organization to focus on measuring product quality, driving process improvement, and cost savings throughout the organization. To this end, she makes different teams and provides champions to sponsor projects, provides training resources, and communicates progress and achievements. The entire plan is integrated into the strategic planning process. Project selections are made based on understanding of the financial as well as the nonfinancial benefits to the organization. Cindy Hayes is practicing the _____ methodology to lower the cost of quality because of its focus on the financial return. Select one: a. MBNQA b. Lean Manufacturing c. Six Sigma d. ISO 9001
Six Sigma
The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities. Select one: a. Pareto analysis b. Six Sigma c. Process control d. Zero defects
Six Sigma
A department supervisor is leading an exercise to ensure that each item in the workplace is in its proper place or identified as unnecessary and removed. Which level of 5S is represented by this activity? Select one: a. Sustain b. Shine c. Set in order d. Sort e. Standardize
Sort
At which stage of the Baldrige roadmap do visionary leaders recognize the inherent limitations of a project-based approach to performance improvement? Select one: a. Stage 0 b. Stage 1 c. Stage 4 d. Stage 3
Stage 1
_____ is the process of drawing conclusions about unknown characteristics of a population from which data are taken. Select one: a. Correlation analysis b. Statistical inference c. Regression analysis d. Descriptive statistics
Statistical inference
Which of the following stages of the PDSA cycle determines whether the trial plan is working correctly by evaluating the results, recording the learning, and determining whether any further issues or opportunities need be addressed? Select one: a. Study b. Act c. Plan d. Do
Study
_____ is the ability to address current needs and have the agility and management skills and structure within an organization to prepare successfully for the future. Select one: a. Self-assessment b. Sustainability c. Integrity d. Accountability
Sustainability
_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience, and is content-specific. Select one: a. Tacit b. Comparative c. Internal d. Explicit
Tacit
Which of the following is true of the workforce management system proposed and designed by Frederick W. Taylor? Select one: a. The system focused on training the workers and foremen on planning the process rather than just meeting the productivity standards. b. The system failed to improve productivity in organizations. c. The system changed many manufacturing jobs into mindless and mundane tasks. d. The system succeeded in exploiting the knowledge and creativity of the workforce.
The system changed many manufacturing jobs into mindless and mundane tasks.
Which of the following is true regarding internal customers of an organization? Select one: a. They buy products or services for their own personal use. b. They do not add value to the product before it reaches the consumer. c. The are the ultimate purchasers of a product or service. d. They receive goods or services from suppliers within the organization.
They receive goods or services from suppliers within the organization.
Twenty samples of size six were collected for a variable measurement. Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if the sum of the sample ranges equals 88.0. Select one: a. UCL = 13.2000, LCL = 0.0000 b. UCL = 8.8176, LCL = 0.0000 c. UCL = 9.3016, LCL = 0.3344 d. UCL = 29.3921, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000
Which of the following principles supports statistical thinking, a philosophy of learning and action? Select one: a. Understanding and increasing variation are keys to success. b. Variation makes it easy to understand root causes in a production process issue. c. All work occurs in a system of independent processes. d. Variation exists in all processes.
Variation exists in all processes.
_______ is the process by which certain business functions are acquired and consolidated within a firm. Select one: a. Collaboration b. Vertical integration c. Acquisition d. Outsourcing
Vertical integration
The term workforce capability refers to an organization's ability to: Select one: a. ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers. b. accomplish its work processes through the knowledge, skills, abilities, and competencies of its people. c. create conditions that can motivate all employees to accomplish their work at their own peak level of efficiency. d. create job satisfaction among employees by engaging them in their work and making them a part of the "fabric" of the organization.
accomplish its work processes through the knowledge, skills, abilities, and competencies of its people.
An organization that has a strategic orientation to human resource management will: Select one: a. adapt to changing business needs through innovative programs and systems. b. focus on responding to stated needs of the organization rather than predicting unstated needs. c. rely on proven approaches in designing and implementing policies and procedures. d. focus on short-term immediate needs rather than future needs
adapt to changing business needs through innovative programs and systems.
The term "employee involvement" refers to: Select one: a. an organization's ability to ensure sufficient staffing levels to accomplish its work processes in order to meet seasonal and varying demands. b. the art of creating conditions that allow all employees to complete their work, at their own peak level of efficiency. 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 objective of improving their motivation.
any activity by which employees participate in work-related decisions and improvement activities with the objective of improving their motivation.
In the Baldrige assessment, _____ refers to the methods a company uses to achieve the processes addressed in each category. Select one: a. strategy b. deployment c. approach d. results
approach
Internal customers of an organization are those people who: Select one: a. are not a part of the organization but sell resources to the organization so that the organization can produce it products. b. are a part of the organization who provide inputs and help to create outputs for customers. c. are the end users of a company's products or services. d. are not a part of the organization but are involved in the supply of the organization's products to the consumers.
are a part of the organization who provide inputs and help to create outputs for customers.
Value-creation processes differ from support processes in that value-creation processes: Select one: a. generally do not add value directly to the product or service. b. are driven by external customer needs. c. provide the infrastructure for production or deliver processes to create or deliver the actual product. d. rarely align with the organization's core competencies and strategic objectives
are driven by external customer needs.
Robust design refers to designing goods and services that: Select one: a. are the least costly to produce. b. are insensitive to variation in manufacturing processes and when consumers use them. c. make the most efficient use of the available resources. d. create a competitive advantage for the organization in the market.
are insensitive to variation in manufacturing processes and when consumers use them.
Each day, a manufacturing company producing circuit boards will randomly sample 60 circuit boards for a period of 25 days and then determine and plot the number of defects contained in each of these boards. The appropriate control chart is a(n): Select one: a. p-chart b. u-chart c. np-chart d. c-chart
c-chart
Ishikawa is best known for developing a popular quality improvement tool called _____. Select one: a. cause-and-effect diagram b. u-chart c. histogram d. process capability index
cause-and-effect diagram
Organizations can assess worker satisfaction by: Select one: a. analyzing data related to time taken by the management team to respond to employee suggestions, and the number of suggestions implemented. 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. measuring the improvements in team selection and planning processes.
conducting a formal survey that includes questions regarding quality of worklife, teamwork, opportunities and training provided, and leadership.
A quality team is continuously involved in monitoring the production process to ensure that the products are meeting specifications. They are also responsible for taking corrective measures when they identify variations in the products. In the context of the three major activities involved in process management, the quality team is engaged in the _____ activity of process management. Select one: a. improvement b. control c. design d. mapping
control
An organization's value system and collection of guiding principles is referred to as ______. Select one: a. culture b. policies c. leadership d. strategy
culture
In a product development process using Quality Function deployment, the first House of Quality planning matrix relates: Select one: a. process operations to quality control plans. b. component requirements to process operations. c. customer requirements to a product's overall technical requirements. d. technical requirements of a product to component requirements
customer requirements to a product's overall technical requirements
In the Baldrige assessment, _____ refers to the extent to which the approach is applied by a company in addressing item requirements relevant and important to the organization, the approach is applied consistently, and the approach is used by all appropriate work units. Select one: a. strategy b. deployment c. results d. approach
deployment
The component of statistical methodology that includes the collection, organization, and summarization of data is called: Select one: a. descriptive statistics b. predictive statistics c. probability distribution d. statistical inferenc
descriptive statistics
Customer-focused organizations consider complaints as opportunities for improvement as: Select one: a. it helps employees understand what it feels like to be a customer. b. effectively resolving complaints increases customer loyalty and retention. c. it allows them to test the aptitude and efficiency of their employees in handling customer complaints. d. it allows them to reduce the cost of research and development because they come to know about potential features through customers.
effectively resolving complaints increases customer loyalty and retention.
The _____ distribution models the time between randomly occurring events. Select one: a. Poisson b. binomial c. normal d. exponential
exponential
Process management activities are: Select one: a. not included in the Baldrige criteria but are included in the ISO 9001 standards. b. included in neither the Baldrige criteria nor the ISO 9001 standards. c. included in the Baldrige criteria but not the ISO 9001 standards. d. included in the Baldrige criteria and the ISO 9001 standards
included in the Baldrige criteria and the ISO 9001 standards
In the Baldrige assessment, _____ refers to the extent to which a company aligns the approach with organizational needs identified in the Organizational Profile and other process items. Select one: a. results b. integration c. strategy d. learning
integration
_____ refers to the harmonization of plans, processes, information, resource decisions, actions, results, and analyses to support key organization-wide goals. Select one: a. Integration b. Sustainability c. Alignment d. Perseverance
integration
The ability to identify and transfer best practices within the organization is sometimes called _____. Select one: a. enterprise resource planning (ERP). b. interlinking c. internal benchmarking d. data mining
internal benchmarking
Organizations can ensure that the quality is rooted in their culture by: Select one: a. allotting sufficient budget for equipment, training, and other means of assuring quality. 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. internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
According to Deming, a product or service possesses quality if: Select one: a. it shows variations in its production process. b. the cost of the product or service exceeds its benefit. c. it enjoys a sustainable market. d. the production process engages more workforce.
it enjoys a sustainable market.
Improved conformance in production or service delivery tends to increase profitability as: Select one: a. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses. b. it leads to improved employee motivation. c. it ensures that the services are performed according to the convenience of the customer. d. it helps in differentiating the product from its competitors and improves the perceived value of theproduct.
it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.
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? Select one: a. Job satisfaction b. Job rotation c. Job enrichment d. Job enlargement
job enrichment
In the Baldrige assessment, _____ refers to how a company refines the approach through cycles of evaluation and improvement, encourages breakthrough change to the approach through innovation, and shares refinements with other relevant work units in the organization. Select one: a. learning b. strategy c. deployment d. integration
learning
The marketing and sales department in an organization contributes to the quality of the product by: Select one: a. ensuring that the items delivered by the suppliers are of the quality specified by the purchasecontract. b. designing and maintaining the tools used in manufacturing and inspection of goods. c. bringing together technical staffs from both the buyer's and suppliers' companies to design products and solve technical problems. d. learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.
learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.
In a designed experiment, a(n) _____ measures the difference that a factor has on the response. Select one: a. treatment b. interaction c. factorial d. main effect
main effect
A _____ might include a definition of products and services an organization provides, technologies used to provide these products and services, types of markets, important customer needs, and distinctive competencies or the expertise that sets the firm apart from others. Select one: a. vision statement b. mission statement c. strategic plan d. guiding principle
mission statement
In policy deployment, the _____ process is called catchball. Select one: a. review b. implementation c. negotiation d. communication
negotiation
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. Select one: a. performing b. storming c. forming d. norming
norming
Kenneth who works as a process associate in a company is unable to achieve a worklife balance. His personal problems are affecting his job performance. Even though he spends most of his time in 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 _____. Select one: a. actively disengaged employees b. engaged employees c. not engaged employees d. actively engaged employees
not engaged employees
A canning company defines a "nonconformance" as an orange juice can whose diameter is beyond the upper specification limit. A manager at the canning company wants to monitor the number of such orange juice cans produced per day. Each day, an employee will randomly select 120 cans over a period of four weeks. The employee then determines and plots the number of nonconformance cans in each sample. The appropriate control chart is a(n): Select one: a. u-chart b. p-chart c. np-chart d. R-chart
np-chart
A _____ monitors the fraction of nonconforming units. Select one: a. np-chart b. c-chart c. u-chart d. p-chart
p-chart
The concept of total quality is defined as a(n): Select one: a. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost. b. 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. c. integrated approach to organizational performance management that results in lower consumption of resources. d. customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.
people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
With _____, top management is responsible for developing and communicating a vision, and then building organization-wide commitment to its achievement. Select one: a. policy deployment b. value development c. mission development d. quality deployment
policy deployment
A fast-food pizza restaurant is studying Amazon.com to identify best practices in their order taking and delivery functions. This activity can best be described as: Select one: a. competitive benchmarking b. process benchmarking c. kaizen blitz d. re-engineering
process benchmarking
Organizational changes resulting from operational assessment activities are known as _______. Select one: a. strategic changes b. sustainable changes c. policy changes d. process changes
process changes
A _____ is a temporary work structure that starts up, produces products or services, and then shuts down. Select one: a. kaizen event b. project c. poka-yoke program d. quality circle
project
The quality assurance function helps to achieve quality by: Select one: a. providing special statistical studies and analyses to the manufacturing or business support functions. b. ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation. c. authorizing sufficient budgeting for equipment, training, and other means of assuring quality. d. ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries.
providing special statistical studies and analyses to the manufacturing or business support functions.
In Juran's quality trilogy, the process of meeting quality goals during operations is called: Select one: a. quality planning. b. quality improvement. c. quality control. d. quality leadership.
quality control.
If a process is neither capable nor in control, the appropriate first step is to: Select one: a. remove common causes of variation. b. determine the process capability index. c. redesign the equipment. d. remove special causes of variation.
remove special causes of variation.
Data such as production volume, cost, and customer satisfaction indexes are often plotted on a _____, which displays the data over time. Select one: a. SIPOC diagram b. check sheet c. run chart d. histogram
run chart
A _____ is a subset of objects taken from the _____. Select one: a. population; sample b. cluster; strata c. sample space; experiment d. sample; population
sample; population
Leaders who take on a _______ style have a long-term perspective, focus on customers, promote a shared vision and values, work to stimulate their organizations intellectually, invest in training, take some risks, and treat employees as individuals. Select one: a. transactional b. situational c. transformational d. strategic
strategic
The concept of _____ is defined as "a person's ability to anticipate, envision, maintain flexibility, think strategically, and work with others to initiate changes that will create a viable future for the organization, and its competitive advantage to the organization in this way." Select one: a. transformational leadership b. transactional leadership c. situational leadership d. strategic leadership
strategic leadership
_____ set an organization's longer-term directions and guide resource allocation decisions. Select one: a. Core competencies b. Guiding principles c. Strategic objectives d. Values
strategic objectives
The goal of _____ is to envision the future for purposes of decision making and resource allocation. Select one: a. work systems b. environmental assessment c. core competencies d. strategy development
strategy development
Partitioning a population into hierarchical groups or levels, and selecting a sample from each group is known as: Select one: a. stratified sampling. b. simple random sampling. c. systematic sampling. d. cluster sampling.
stratified sampling
A _____ is a set of functions or activities within an organization that work together for the aim of the organization. Select one: a. system b. process c. department d. procedure
system
The term "voice of the customer" refers to: Select one: a. the performance levels or expectations that define the quality of customer contact with an organization. b. the involvement of customers in the development of new products. c. the customer requirements as expressed in the customer's own terms. d. customers' investment or commitment to a brand or a product.
the customer requirements as expressed in the customer's own terms.
In the context of manufacturing specifications, the term "tolerance" refers to: Select one: a. the target value that manufacturing seeks to meet. b. the permissible variation, recognizing the difficulty of meeting a target consistently. c. the specification that best represents the requirements of the customer. d. the specification which leads to the development of the least costly product.
the permissible variation, recognizing the difficulty of meeting a target consistently.
The Kano Model of customer requirements uses the term "satisfiers" to refer to: Select one: a. the aesthetic features of a product that do not add any value to the product. b. the new or innovative features in a product that are not expected by customers in a product. c. the basic requirements that are generally not stated by a customer but are assumed as a given. d. the requirements that customers expressly say they want in a product.
the requirements that customers expressly say they want in a product.
The net present value of a customer is: Select one: a. a measure of the likelihood that satisfied customers will recommend the product to other customers. b. the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time. c. a measure of how customers assess the benefits of a product in making purchase decisions. d. the total value of the benefits offered by a customer in a customer-supplier partnership.
the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time.
All of the following are key factors included in an environmental assessment EXCEPT: Select one: a. the long-term organizational sustainability. b. the organization's SWOT profile. c. the regulatory environment. d. the workforce profile and future requirements.
the workforce profile and future requirements.
According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______. Select one: a. employees b. suppliers c. top management d. middle management
top management
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. Select one: a. system of profound knowledge b. absolutes of quality management c. total quality control d. quality trilogy
total quality control
A _____ is the result of some cause that gradually affects the quality characteristics of the product and causes the points on a control chart to gradually move up or down from the center line. Select one: a. cycle b. defect c. trend d. process shift
trend
A _____ statement articulates the basic characteristics that shape an organization's view of the future and its strategy. Select one: a. vision b. mission c. value d. strategy
vision
