Qual Mgmt Quizzes
Crosby's Quality Vaccine consists of three ingredients. Which of the following is not one of the three ingredients?
Teamwork
5. Interpersonal skills are those needed for people to work together in a positive manner that is conductive to both personal and corporate success.
True
5. Meeting customer specifications does not produce customer satisfacti
True
6. Fear of exclusion can cause managers to resist employee empowerment.
True
6. It is important for those who want to lead to first learn how to follow.
True
6. Management-by-accounting encourages short-term cost cutting instead of long-term improvement.
True
6. To maintain a quality culture organizations must recognize and reward behaviors that nurture quality.
True
6. Training sometimes fails because of a lack of participation in planning on the part of management.
True
7. Because of globalization suppliers are just as likely to be located in other countries as in the home country.
True
7. Job satisfaction factors are all affected by quality and, in turn, competitiveness.
True
7. Leadership and management are not the same thing but both are needed.
True
8. Job satisfaction factors are all affected by quality and, in turn, competitiveness.
True
8. 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 changing demographics
True
According to the Three-Legged Stool of Total Quality, the seat of the stool is customer focus.
True
Peak performance is essential to organizations that operate in a globally competitive environment.
True
Quality deals not only products and services but also includes people, processes, and environments.
True
The concept that drives the need for Total Quality is competitiveness.
True
The lecture/discussion method is the oldest and most used method of teaching.
True
The percentage of what is read is remembered and retained is 10%.
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
8. Which of the following is NOT a law of organizational change?
Trust people and treat them with dignity and respect.
2. 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
2. Locus of control is a person's ability to undertake self-directed tasks and to cope with tense structure.
False
3. Communication just happens.
False
3. If a manufacturer is not careful a customer-supplier partnership can be very costly, especially in the product development cycle.
False
3. SWOT Analysis is the only step needed in the strategic planning process.
False
3. The most effective way to implement changes is to make sure all employees have sufficient warning prior to the actual changes.
False
4. An organization's vision is a specific measurable goal it tries to achieve.
False
4. Managers must establish ethical standards within their organization.
False
4. 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
6. Government mandated partnerships are recommended when dealing with foreign countries.
False
6. People in positions of authority are exempt from their organization's ethics standards.
False
6. Satisfied customers will not migrate to a competitor.
False
7. Asian countries have not yet adopted the concept of quality.
False
Joseph M. Juran is best known for the Seven Deadly Diseases.
False
Quality management has no future in the 21st century.
False
8. The primary inhibitor of empowerment is:
Human nature's resistance to change.
12. Which of the following strategies is important when executing a strategic plan?
Identify advocates and resisters
Which of the following is a trend that will shape the future of quality management?
Increasing global competition
11. Which of the following countries is the most competitive country in the world?
Japan
12. Which of the following is a strategy for maintaining a quality culture?
Keep employees involved
14. The most common college degree among American CEOs is the:
MBA
10. Strategic management is
Management that bases decisions within an ethical framework.
10. Internal partnering occurs at three levels. Which of the following is NOT one of these levels?
Management-to-management partnerships
Which of the following certifications is for managers who lead and champion continual process improvement initiatives?
Manager of Quality/Organizational Excellence
The total quality approach has which of the following characteristics:
Obsession with quality
11. Which of the following statements is true concerning strategies used to execute a strategic plan?
Organizations should communicate at all times
10. When handling an ethical dilemma, managers should select the option that will most likely:
Pass the various ethics tests
9. Of the trends listed below, which one increases the level of globalization in business?
Quality of the product.
Customers want an excellent product or service from an organization that also provides:
Reliable delivery and after purchase support
7. The concepts of trust, integrity, and _______ are part of the value system of total quality
Responsibility
9. Which of the following statements best describe the acronym SWOT?
Strengths, Weaknesses, Opportunities, and Threats.
14. An advantage of organizations in the U.S. that compete globally is:
Strong entrepreneurial spirit
9. Managers have three main responsibilities in regard to ethics. Which of the following is NOT one of those?
They are responsible for creating an internal environment that promotes, expects, and rewards ethical behavior
1. Expectations are important determinants of organizational culture.
True
1. In order to survive in a globally competitive environment, organizations must adopt a broad strategy that gives them a sustainable competitive advantage.
True
1. Morality refers to the values that are subscribed to and fostered by society in general and by individuals within society.
True
1. The customer in a total quality setting defines quality.
True
1. The overall purpose of internal partnering is to harness the full potential of the workforce and focus it on continual improvement of quality.
True
1. Without empowerment, involvement is just another management tool that doesn't work.
True
2. A core competency is something an organization does so well it can be viewed as a competitive advantage.
True
2. The need to improve an organization's financial condition correlated directly with the process of making and measuring quality improvements.
True
3. A nation's ability to compete in the global marketplace has a direct bearing on the quality of life of its citizens.
True
3. A workforce that is ready for empowerment is accustomed to critical thinking.
True
3. In a total quality setting, people are responsible for their actions and accountable for their performance.
True
4. A quality circle is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement.
True
4. It might be necessary to change an organization's leadership to ensure needed cultural change.
True
4. Quality Function Deployment is a model for incorporating customer input and feedback into product development.
True
4. The rationale for partnering with potential competitors is competitiveness
True
5. Change that is inflicted on employees will be resisted, but change that is engendered by employees who are involved in and prepared for it will be accepted and promoted.
True
5. Corporate social responsibility is a balanced approach for organizations to address economic, social and environmental issues in a way that aims to benefit people, communities and society.
True
5. Employee enlistment means not simply empowering employees to participate in the decision-making process but expecting them to do so.
True
5. In order to be an exporter, a manufacturer must be able to outperform foreign competitors in terms of both quality and productivity.
True
5. 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
6. Even the best plan can do no good until it is effectively executed.
True
12. The best way to generate customer loyalty is to provide customers with
superior value
14. A common approach for managing quality in the supply chain is:
supplier evaluations
5. E-learning is a tool, not a strategy.
True
5. Educational institutions provide on-site customized training, technical assistance, and consulting services to help organizations continually improve their people and their processes.
True
8. Which of the following characteristics is not necessarily needed to be a good leader?
A charismatic personality
10. Which of the following statements are considered true concerning the affects of global integration?
All of the above
Topics that are widely addressed in ethics training programs are:
All of the above
11. When providing ethics training, it is important to:
All of the above are important
9. Which of the following strategies are needed for establishing a quality culture?
All the strategies above are needed for establishing a quality culture.
10. Advocates of change:
Are often unaware of how a proposed change will be perceived by potential resisters.
11Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback. They are
Be positive, be prepared, be realistic, and don't be completely negative
12. An organization's responsibilities for ensuring ethical behavior include:
Creating an ethical environment
8. Which of the following is not a value that leads to peak performance and excellence?
Dependability
11. Strategies for establishing a quality culture include which of the following?
Developing a plan for making the changes
Which of the following is a strategy of e-learning?
E-learning works best when there are learning coaches and mentors provided.
13. To promote successful execution of strategies, organizations should undertake which of the following strategies?
Eliminate administrative barriers
7. Employee empowerment is:
Employee input that is heard, seriously considered, and followed up on whether it is accepted or not.
7. 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?
Employees may not adapt to too many changes.
1. Effective communication means receiving a message, correctly decoding it, and accurately perceiving what it means.
False
1. Misleaders surround themselves with knowledgeable, strong people who are able to make them appear to be good leaders.
False
1. 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
1. U.S companies, mistakenly seeing quality as the issue, learned that quantity was the key to success in the global marketplace.
False
2. Any supplier would make a good partner.
False
2. Company level communication is communication within a peer group.
False
2. Democratic leadership is called open, free-reign, or nondirective leadership.
False
2. Employee empowerment is a new name for participatory management.
False
2. If an organization begins to decline after moving to total quality it should return to its traditional approach.
False
3. Teams are not coached - they are bossed.
False
3. The lecture/discussion method of teaching should be used when the subject matter deals with skill development or how-to information.
False
4. One half of the adult population in the US are marginally to functionally illiterate.
False
5. Employees always work well together as a team just because it's the right thing to do.
False
6. One-way communication helps maintain a climate that is conducive to effective communication.
False
6. People in teams will respond to change in the same ways
False
7. Customer expectations of an organization's products are not important.
False
7. Proximity is not considered a component of non-verbal communication.
False
9. Computer-based training is part of corporate image.
False
8. Which of the following statements apply when developing a mission statement?
How to statements
13. The most important key in maximizing competitiveness is:
Human Resources
10. Empathic listening means:
Listening with the intent to understand
10. Which of the following strategies will help organizations move beyond empowerment to enlistment?
Make it clear to all employees that their ownership is not just wanted and needed but that it is expected.
9. Which of the following strategies are applied in order to be a good team member?
be well prepared and participate
12Verbal communication is least effective when:
Promoting a safety campaign
Which of the following functions is part of Juran Trilogy?
Quality Planning
Which of these is an aspect of customer training?
Shaping customer expectations
12. When making comparisons among internationally competing countries, the following indicators are used:
Standard of living and investment
13.One of the highest levels of verbal communication occurs when speakers use what to make their points?
Stories
10. Leadership skills are:
both A and B
7. In a total quality setting, quality is defined by:
The customer
8. There are several components of communication. They are:
The message, the sender, the receiver, the medium
4. To facilitate change in a positive way, leaders must have a clear vision and corresponding goals, exhibit a strong sense of responsibility, be effective communicators, have a high energy level, and have the will to change.
True
5. Building trust requires leadership on the part of managers.
True
1. A team is a group of people with a common, collective goal.
True
2. A team must have a mission statement because it explains the team's reason for being.
True
2. The job task analysis survey is the most structured approach managers can use to assess training.
True
3. Servant leadership/stewardship seeks to do a better job of serving both external and internal customers.
True
3. When trying to communicate it is important that you do not use open-ended questions.
True
4. Coaches promote mutual respect among team members and promote cultural diversity.
True
4. In order for employees and managers to function effectively in a total quality setting, they must have good interpersonal skills.
True
11. Which of the following is a common structural inhibitor to teamwork in organizations?
accountability to management
11. 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
11. A workforce that is ready for empowerment:
all of the above
12. Educational institutions provide which of the following services to help organizations continually improve their people and their processes.
all of the above
12. The change facilitation model contains which of the following steps?
all of the above
9. The most effective leaders can be found in what part of an organization?
all of the above
9. The word that best describes management's role in employee empowerment is
all of the above
11. The customer loyalty model consists of which of the following components?
all of the above are components of customer loyalty models
14.Which of the following is a proximity factor in non-verbal communication?
colors
12. Which of the following is an element of management's role in empowerment?
commitment
8. The maximum benefits of partnering are realized when all parties in the chain of partners:
cooperate
13. Which of the following is a benefit of mentoring?
enhances performance
7. Which of the following is not classified as a type of team according to Johnson, Katner, and Kikora?
environmental improvement team
12. Which of the following is a personally negative response to conflict?
going into denial
10. Which of the following character traits promote successful teamwork?
honesty
10. Which of the following statements are true concerning communication with customers?
is essential in a competitive marketplace
9.Which of the following is not a common inhibitor of communication?
lack of concentration
8. Which of the following strategies counter the negative influences of advisor and followers?
looking for disagreement among advisers
8. An organization with a customer focus is:
outward looking
11. Which of the following is the most appropriate leadership style in a total quality setting?
participative
13. The rules for establishing global partnerships are the same as those for establishing domesticpartnerships when:
partnerships are based on sound business principles rather than politics
9. Partnering can lead to continual improvements in such key areas as relationships between customers and suppliers, customer satisfaction, and
processes and products
9. Which of the following mechanisms can help improve communication?
self managed and cross departmental teams
14. Which of the following characteristics will help build and maintain followership?
sense of purpose
