GSCM 326 Week 5 Quiz (Updated)

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GSCM 326 Week 5 Quiz (Updated)


(TCO 9) As a design tool, a _____ enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.(Points : 5)

Likert’s scale
quality manual
affinity diagram


Question 2.2. (TCO 9) Value-creation processes are sometimes called _____ processes. (Points : 5)

job enrichment
quality circle


Question 3.3. (TCO 9) Value-creation services that take the form of projects (Points : 5)

are typically completed by individuals rather than by groups.
do not add value directly to the product or service.
tend to deliver unique products that are tailored to the specific needs of an individual customer.
are generally completed by a single department and do not cut across organizational boundaries.


Question 4.4. (TCO 9) Which of the following is a type of customer error that results during an encounter? (Points : 5)

Failure to follow the instructions provided
Failure to signal service inadequacies
Failure to bring the necessary materials for the encounter
Failure to understand the role in the service transaction

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Question 5.5. (TCO 9) _____ is defined as the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed. (Points : 5)

Process mapping
Total quality management


Question 6.6. (TCO 10) _____ systems allow organizations to share databases in a networking environment and store and process key data in a unique database, distributing them to a large group of users. (Points : 5)

Juran’s quality trilogy
Quincunx experimental
The balanced scorecard
Enterprise resource planning


Question 7.7. (TCO 10) _____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements, identifying product and service differentiators in the marketplace, and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty. (Points : 5)

Regression analysis
Correlation analysis
Quincunx experimentation


Question 8.8. (TCO 10) Which of the following functions in the manufacturing system is responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demand? (Points : 5)



Question 9.9. (TCO 10) _____ knowledge is easily captured, stored, and disseminated using computer technology.
(Points : 5)






Question 10.10. (TCO 10) The process in which locations, divisions, and functions in an organizational structure focus on maximizing their own accomplishments and rewards was called _____ by Deming. (Points : 5)

return on quality
lean production



  1. (TCO 1) Briefly describe supplier certification.(Points : 10)



  1. (TCO 10) What are two of the six guidelines Mark Graham Brown suggests for designing a performance measurement system?
    •        Fewer is better. Concentrate on measuring the vital few key variables rather than the trivial many.
    •        Measures should be linked to the factors needed for success—namely, the key business drivers.
    •        Measures should include a mix of past, present, and future to ensure that the organization is concerned with all three perspectives.
    •        Measures should be based around the needs of customers, shareholders, and other key stakeholders.
    •        Measures should start at the top and flow down to all levels of employees in the organization.
    •        Measures should be changed or at least adjusted as the environment and strategy change.
    See Chapter 12, page 605. (Points : 10)



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