1. Question : An effective leadership system is designed to accomplish all of the following, except _____.

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

2. Question : Effective strategic development in total quality organizations requires consideration of all of the following, except _____.

the details of an organization's resulting resource commitments

the organization's strengths and weaknesses

the organization's mission, vision, and guiding principles

an environmental assessment

3. Question : The framework for company-wide quality control (CWQC) in Japan is provided by _____.

the Shewhart Award

the Grant Award

the Deming Prize

the Baldrige Award

4. Question : All of the following are true regarding ISO 9000 series, except _____.

ISO-certified organizations are assured of providing superior product quality

the requirements provide a structure for a basic quality assurance system

the standards describe processes affecting quality

Individual sites, not entire companies, must achieve registration individually

5. Question : A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality?

Manufacturing-based

Value-based

Product-based

User-based

6. Question : During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____.

engineering schools

craft guilds

automation

the Industrial Revolution

7. Question : Which of the following is most appropriate in describing the quality efforts used in the early 20th century?

Defect prevention was emphasized

Quality circles were extensively used

Use of inspection was widespread

Quality was every worker's responsibility

8. Question : Which of the following systems does not have a role to play in assuring quality in a manufacturing firm?

Sales

Purchasing

Product design

None of the above

9. Question : Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

labor, equipment

quality, quantity

input, output

profit, cost

10. Question : Conditions that facilitate high-quality service employees include which one of the following?

Reward systems that recognize cost-cutting behaviors

Work environments that isolate employees from customers

Supervisors who act more as coaches and mentors than as administrators

Specialized job assignments, such as greeting customers

11. Question : Which of the following is NOT generally true about service organizations?

Customers often are involved in the service process.

Services are capital intensive.

Services cannot be stored, inventoried, or inspected prior to delivery.

Services are produced and consumed simultaneously.

12. Question : 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?

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

13. Question : 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 _____.

internal customer

external customer

internal supplier

external supplier

14. Question : Moments of truth are instances when which of the following occurs?

New products are launched.

A firm is audited.

A customer comes into contact with an employee.

A new competitor enters the market with higher quality.

15. Question : Which of the following is not considered a hard measure of the effectiveness of human-resource management?

Employee satisfaction

Productivity improvements

Cycle-time reductions

Employee turnover

16. Question : The need to remove barriers to pride in workmanship is associated with which of the following individuals?

Crosby

Juran

Deming

Taguchi

17. Question : The Deming philosophy focuses on improvements in product and service quality by _____.

inspecting 100 percent of output

reducing variation

reducing customer complaints

separating the planning and execution functions

18. Question : The key stages of a team's life cycle include all of the following, except for _____.

storming

adjourning

norming

rewarding

19. Question : 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 : Explain each of the following statements as they apply to modern quality management:

1. Customer service is the rule not the exception. (15 points)

2. The absence of defects is a given rather than a source of competitive advantage. (15 points)

1. Question : The use of _____ teams composed of senior managers is prevalent in TQM organizations.

complaint-resolution

problem-solving

steering

auditing

2. Question : The traditional approach to strategy deployment is which of the following?

Top-down

Back-and-forth (iterative)

Collaborative

Bottom-up

3. Question : The criteria for the Canadian Awards for Excellence are most similar to which of the following?

Deming Prize

American Society for Quality Control Award

Malcolm Baldrige National Quality Award

ISO 9000 certification program

4. Question : ISO 9001 provides specific requirements for _____.

terms and definitions used

a quality management system

improving quality

outgoing quality levels

5. Question : 1) Which of the following is a criticism of the product-based definition of quality?

Quality is often mistakenly assumed to be related to price.

Not all products are fit for use.

Consumers frequently confuse products with services.

Product-based quality cannot be defined precisely; you just know it when you see it.

6. Question : 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____.

engineering schools

craft guilds

automation

the Industrial Revolution

7. Question : 1) Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?

Process-improvement efforts

Design-quality reviews

Mass inspection

Team-based initiatives

8. Question : 2) Which of the following is not true?

Output of services is generally less tangible compared to a manufactured product.

Quality is more easily measured in manufacturing than in service operations.

The timing of product manufacturing is more important than on-time service delivery.

Services are generally more labor intensive than manufacturing processes.

9. Question : 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

labor, equipment

quality, quantity

input, output

profit, cost

10. Question : 2) Services differ from manufactured goods in which of the following ways?

Service output is more easily measured.

Services tend to be produced and consumed simultaneously.

Service output is generally more tangible.

Providing service requires a lower degree of customization than does manufacturing.

11. Question : 2) Systems thinking can be applied to the analysis of _____.

manufacturing processes but not service processes

service processes but not manufacturing processes

both manufacturing and service processes

neither manufacturing processes nor service processes

12. Question : Companies have utilized the Malcolm Baldrige National Quality Award mostly for the purpose of _____.

winning an award

gaining prestige

internal assessment and improvement

providing good advertising

13. Question : 5) According to Garvin's quality dimensions, which one of the following definitions does not match the associated dimension?

Dimension: features

Definition:

Dimension: aesthetics

Definition:

Dimension: reliability

Definition:

Dimension: conformance

Definition: the degree to which the product meets pre-established standards

14. Question : 5) Which of the following is not true about the American Customer Satisfaction Index?

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.

15. Question : 7) Deming argued that the performance-appraisal process was detrimental because it usually fails to account for _____ factors that affect individual performance.

system

personal

machine

technology

16. Question : 4) Deming claimed that higher levels of _____ lead to higher levels of _____.

Automation, quality

Quality, productivity

Inventory, quality

Inspection, quality

17. Question : 4) Which of the following represents a point of disagreement between Deming and Juran?

Upper management requires training and experience in managing for quality.

Change can be accomplished within the organization's existing structure.

Commitment by top management is a necessity.

Employees need to know who uses their products.

18. Question : 8) The major difference between quality circles and project teams is which of the following?

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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1. Question : 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.

2. Discuss how fear plays a part in this element.

3. Discuss how pay and motivation are of interest in this element.

2. Question : 1) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality; product-based, user-based, value-based, manufacturing-based.