| Question 1. | Question : | (TCO 3) Which of the following provides an excellent place to start if a company does not already have a formal quality program in place? |
| | Student Answer: | | ISO 9000 | | | | Six Sigma | | | | Baldrige award | | | | Deming medal | | | |
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| Question 2. | Question : | (TCO 3) According to your text, the Baldrige Criteria, and Deming’s 14 points, strategy development requires a mission and vision. Commitment to aims and purposes by senior leaders is specifically addressed in the Leadership category discussed under |
| | Student Answer: | | teach and institute leadership. | | | | improve constantly. | | | | learn the new philosophy. | | | | statement of purpose. | | | |
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| Question 3. | Question : | (TCO 3) Which of the following is true regarding production of services? |
| | Student Answer: | | Compared to manufacturing, it is easier for service organizations to identify and measure customers’ needs and performance standards as they involve human contact. | | | | The production of services typically requires a lower degree of customization than does manufacturing. | | | | Compared to manufacturing, production of services is typically less labor intensive. | | | | Services are produced and consumed simultaneously. | | | |
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| Question 4. | Question : | (TCO 3) Leadership, strategic planning, and _____ categories represent the “leadership triad.” |
| | Student Answer: | | measurement, analysis, and knowledge management | | | | customer focus | | | | workforce focus | | | | operations focus | | | |
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| Question 5. | Question : | (TCO 3) Of the four levels of awards given in Australia, the _____ recipients will demonstrate approach and deployment that are well defined, planned, subject to review, and show evidence of improvement over time. |
| | Student Answer: | | Foundation in Business Excellence Level | | | | Bronze Award Level | | | | Silver Award Level | | | | Gold Award Level | | | |
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| Question 6. | Question : | (TCO 4) In Juran’s quality trilogy, the process of preparing to meet quality goals is called |
| | Student Answer: | | quality leadership. | | | | quality control. | | | | quality improvement. | | | | quality planning. | | | |
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| Question 7. | Question : | (TCO 4) Ishikawa is best known for developing a popular quality improvement tool called the |
| | Student Answer: | | u-chart. | | | | process capability index. | | | | histogram. | | | | cause-and-effect diagram. | | | |
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| Question 8. | Question : | (TCO 4) According to Deming, a product or service possesses quality if |
| | Student Answer: | | the production process engages more workforce. | | | | the cost of the product or service exceeds its benefit. | | | | it enjoys a sustainable market. | | | | it shows variations in its production process. | | | |
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| Question 9. | Question : | (TCO 4) Which of the following is one of the four elements of Deming’s system of profound knowledge? |
| | Student Answer: | | Quality leadership | | | | Suboptimization | | | | Understanding variation | | | | Modern quality technology | | | |
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| Question 10. | Question : | (TCO 4) A _____ is a set of functions or activities within an organization that work together for the aim of the organization. |
| | Student Answer: | | quincunx | | | | schema | | | | hidden factory | | | | system | | | |
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