|Question 1.1. (TCO 6) A _____ statement articulates the basic characteristics that shape an organization’s view of the future and its strategy. (Points : 5)|
|Question 2.2. (TCO 6) The _____ organization is the most prevalent type of structure for medium-sized to large firms. (Points : 5)|
line and staff
|Question 3.3. (TCO 3) The criteria for the Canadian Awards for Business Excellence are similar in structure to the criteria for the (Points : 5)|
American Society for Quality Control Award.
Malcolm Baldrige National Quality Award.
ISO 9000 Certification Program.
|Question 4.4. (TCO 3) In the context of the criteria for performance excellence, the aim of strategy development is to (Points : 5)|
ensure that strategies are successfully deployed for goal achievement.
guide the organization’s process management toward the achievement of key organizational results and strategic objectives.
foster high performance, address core competencies, and help accomplish action plans and ensure organizational sustainability.
strengthen overall performance, competitiveness, and future success.
|Question 5.5. (TCO 1) Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with the rules and regulations? (Points : 5)|
Marketing and sales
Finance and accounting
|Question 6.6. (TCO 1) In the beginning quality was built into the final product. This changed with (Points : 5)|
the Industrial Revolution.
|Question 7.7. (TCO 1) In the 1940s and ’50s, companies relied on _____ to prevent defects and errors. (Points : 5)|
|Question 8.8. (TCO 2) _____ are a result of the design of the product and production system and generally account for about 80–95% of the observed variation in the output of a production process. (Points : 5)|
Remedial causes of variation
Common causes of variation
Assignable causes of variation
Special causes of variation
|Question 9.9. (TCO 2) According to Peter Scholtes, a noted consultant, when people don’t understand variation, (Points : 5)|
they are more likely to distinguish between fact and opinion.
don’t understand past performance so they can’t predict future performance.
they know when expectations are realistic.
they don’t see events as individual incidents.
|Question 10.10. (TCO 1) Conditions that facilitate high-quality service employees include which of the following? (Points : 5)|
Reward systems that recognize cost-cutting behaviors
Reward systems that recognize customer focused behaviors
Specialized job assignments, such as greeting customers
Work environments that isolate employees from customers