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1. Question : (TCO 6) An effective leadership system is designed to accomplish all of the following, except _____.
Student Answer: encourage initiative and risk taking
set expectations for performance improvement
ensure that organization takes precedence over purpose and function
provide a structure for decision making

 

Question 2. Question : (TCO 6) The traditional approach to strategy deployment is which of the following?
Student Answer: Top-down
Back-and-forth (iterative)
Collaborative
Bottom-up

 

Question 3. Question : (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following?
Student Answer: Deming Prize
American Society for Quality Control Award
Malcolm Baldrige National Quality Award
ISO 9000 certification program

 

Question 4. Question : (TCO 3) ISO 9001 provides specific requirements for _____.
Student Answer: terms and definitions used
a quality management system
improving quality
outgoing quality levels

 

Question 5. Question : (TCO 1) Conformance to specifications applies to which type of quality?
Student Answer: User-based
Product-based
Manufacturing-based
Value-based

 

Question 6. Question : (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II?
Student Answer: Quality
Production output
Continuous improvement
Just-in-time manufacturing

 

Question 7. Question : (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?
Student Answer: Defect prevention was emphasized
Quality circles were extensively used
Use of inspection was widespread
Quality was every worker’s responsibility

 

Question 8. Question : (TCO 2) In any system, final inspection attempts to perform all of the following functions, except _____.
Student Answer: to provide the workers with the opportunity to control the quality of the product or service at their work stations
to ensure that no defective items reach the customer
to discover and help resolve production problems
to judge the quality of manufacturing

 

Question 9. Question : (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries?
Student Answer: Information systems and technical standards
Employees and information systems
Production equipment and employees
Employees and inspection processes

 

Question 10. Question : (TCO 2) An increasingly important component in quality for service firms is _____.
Student Answer: information technology
worker healthcare
legal services
inventory management

 

Question 11. Question : (TCO 2) Systems thinking can be applied to the analysis of _____.
Student Answer: manufacturing processes but not service processes
service processes but not manufacturing processes
both manufacturing and service processes
neither manufacturing processes nor service processes

 

Question 12. Question : (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except which of the following?
Student Answer: From supplier quality to supplier partnerships
From a focus on current customers to a focus on current and future customers and markets
From human-resource utilization to human-resource development and management
From intra-industry rivalries to intra-industry alliances

 

Question 13. Question : (TCO 5) Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is John’s _____.
Student Answer: internal customer
external customer
internal supplier
external supplier

 

Question 14. Question : (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?
Student Answer: It focuses on buyer satisfaction associated with consumer nondurable goods.
It was first conducted in 1994.
It is based on a large, national sample of consumers.
It is designed to indicate national trends as well as industry trends.

 

Question 15. Question : (TCO 7) Most companies still use traditional measures, such as _____, as a basis for compensation, while more progressive organizations use measures such as _____.
Student Answer: customer satisfaction, profit sharing
defect prevention, profitability
revenue growth, customer satisfaction
cycle-time reduction, cost management

 

Question 16. Question : (TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____.
Student Answer: Automation, quality
Quality, productivity
Inventory, quality
Inspection, quality

 

Question 17. Question : (TCO 4) The Deming philosophy focuses on improvements in product and service quality by _____.
Student Answer: inspecting 100 percent of output
reducing variation
reducing customer complaints
separating the planning and execution functions

 

Question 18. Question : (TCO 8) The major difference between quality circles and project teams is which of the following?
Student Answer: Quality circles are subcommittees of problem-solving teams.
Quality circles work on pre-chosen problems.
Quality circles do not meet regularly.
Quality circles do not disband after solving a specific problem.

 

 

1. Question : (TCO 4) Deming’s Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Deming’s Profound Knowledge. Your discussion should reflect this element of Deming’s Profound Knowledge and not psychology in general.

  1. Discuss why psychology is important for us to understand. (10 points)
  2. Discuss how fear plays a part in this element. (10 points)
  3. Discuss how pay and motivation are of interest in this element. (10 points)

 

Question 2. Question : (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s.