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