Question 1: The Baldrige National Quality Program instrument for self-assessment is called:

• Are we making progress?
• Self-assessment index
• Quarterly progress card
• Where are we headed?

Question 2. A recent approach to management accounting that corrects many of the deficiencies of traditional accounting systems is called:

• appreciation-based costing.
• activity-based costing.
• activity-biased counting.
• allocation-based charging.

Question 3. Implementation of ISO 9000:2000 to achieve registration requires a quality policy, a quality manual, and internal audits.

• True 
• False

Question 4. _____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the enterprise.

• Customer relationship management
• Enterprise resource planning
• Application service provider
• Client-Server

Question 5.ISO 9000 can be implemented in an organization that has not fully embraced total quality and still result in significant benefits.

• True 
• False

Question 6. Which of the following is NOT recognized as a barrier to change?

• Lack of constancy of purpose.
• Lack of a holistic systems perspective.
• Lack of alignment with the organizational system.
• Lack of organizational resources.

Question 7. Which of the following is NOT a finding resulting from managers beginning to define and isolate the full range of quality-related costs?

• Quality-related costs were much larger than previously reported.
• Quality-related costs were also related to ancillary services such as purchasing and customer service departments. 
• Most of the costs resulted from poor quality and were avoidable.
• Clear responsibility for action to reduce avoidable quality issues was assigned.

Question 8. Which of the following is NOT a theoretical or methodological criticism directed against the situational leadership theory?

• Ambiguity
• Lack of consistency
• Mixed empirical validation
• Lack of flexibility

Question 9. Practical guidelines for designing a performance measurement system include all of the following EXCEPT that:

• multiple indexes can be combined into one index.
• measures should start at the top and flow down to all organizational levels. 
• measuring more variables is better than fewer variables.
• measures should include a mix of the past, present, and future.

Question 10. Which of the following is NOT an external failure cost?

• Scrap and rework costs
• Costs due to customer complaints
• Product recall costs
• Product liability costs