Question 1

What role can technology play in transforming Rob & Diane's restaurant into a TQ-focused firm?

Accepted Answer

Student suggestions will vary.Latest inn

Question 2

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

Accepted Answer

A) engineering schools. 
B) craft guilds. 
C) automation. 
D) the Industrial Revolution. 
A) engineering schools. 
B) craft guilds. 
C) automation. 
D) the Industrial Revolution.

Question 3

Which of the following perspectives closely matches the quality approach at the furniture franchise?

Accepted Answer

A) Judgmental perspective 
B) Product-based perspective 
C) User-based perspective 
D) Value-based perspective 
A) Judgmental perspective 
B) Product-based perspective 
C) User-based perspective 
D) Value-based perspective

Question 4

When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

Accepted Answer

A) -0.0003 cm. 
B) 0.006 cm. 
C) 0.003 cm. 
D) -0.0006 cm. 
A) -0.0003 cm. 
B) 0.006 cm. 
C) 0.003 cm. 
D) -0.0006 cm.

Question 5

A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

Accepted Answer

A) The corrugated container manufacturer is an internal customer of the cereal manufacturer. 
B) The corrugated container manufacturer is an external customer of the paper mill. 
C) Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer. 
D) There are no external customers. 
A) The corrugated container manufacturer is an internal customer of the cereal manufacturer. 
B) The corrugated container manufacturer is an external customer of the paper mill. 
C) Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer. 
D) There are no external customers.

Question 6

Assessment of quality is affected by one's position in the value chain.

Accepted Answer

A) True 
 B)False

Question 7

Compare and contrast the following definitions of quality.Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.Definition 2: Quality is meeting or exceeding customer expectations.

Accepted Answer

Definition 1 is a standardized definitio

Question 8

Conformance to specifications applies to which quality definition?

Accepted Answer

A) User-based 
B) Product-based 
C) Manufacturing-based 
D) Value-based 
A) User-based 
B) Product-based 
C) Manufacturing-based 
D) Value-based

Question 9

_____ is credited with developing control charts.

Accepted Answer

A) Eli Whitney 
B) Frederick W.Taylor 
C) Walter Shewhart 
D) W.Edwards Deming 
A) Eli Whitney 
B) Frederick W.Taylor 
C) Walter Shewhart 
D) W.Edwards Deming

Question 10

The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n)_____.

Accepted Answer

A) beneficiary 
B) first contact 
C) consumer 
D) prosumer 
A) beneficiary 
B) first contact 
C) consumer 
D) prosumer

Question 11

Which of the following correctly matches a perspective (or definition)of quality with its correct explanation?

Accepted Answer

A)  Manufacturing-based perspective - If a product conforms to design specifications, it has good quality. 
B)  Value-based perspective - Quality is something that is intuitively understood but nearly impossible to communicate. 
C)  User-based perspective - Quality is found in the components and attributes of a product. 
D)  Judgmental perspective - If the product is perceived as providing good value for the price, it has good quality. 
A)  Manufacturing-based perspective - If a product conforms to design specifications, it has good quality. 
B)  Value-based perspective - Quality is something that is intuitively understood but nearly impossible to communicate. 
C)  User-based perspective - Quality is found in the components and attributes of a product. 
D)  Judgmental perspective - If the product is perceived as providing good value for the price, it has good quality.

Question 12

Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements?

Accepted Answer

A) Quality review 
B) Quality control 
C) Quality engineering 
D) Quality assurance 
A) Quality review 
B) Quality control 
C) Quality engineering 
D) Quality assurance

Question 13

Name four ways that a college business school student could apply quality management principles at the personal level.Give example of data that could be collected in this effort.

Accepted Answer

For example,students could track perform

Question 14

Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

Accepted Answer

A) Defect prevention was emphasized. 
B) Quality circles were extensively used. 
C) Use of inspection was wide-spread. 
D) Quality was every worker's responsibility. 
A) Defect prevention was emphasized. 
B) Quality circles were extensively used. 
C) Use of inspection was wide-spread. 
D) Quality was every worker's responsibility.

Question 15

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,and manufacturing-based.

Accepted Answer

Some examples: product-based: French fry

Question 16

In the employee training at Rob and Diane's restaurant,the moments of truth include all of the following EXCEPT:

Accepted Answer

A) friendly greeting to each customer on arrival. 
B) face recognition using latest scanning software. 
C) samples of different items. 
D) a genuine thank-you on leaving. 
A) friendly greeting to each customer on arrival. 
B) face recognition using latest scanning software. 
C) samples of different items. 
D) a genuine thank-you on leaving.

Question 17

The employee who conducts a final product inspection is the principle judge of quality under total quality.

Accepted Answer

A) True 
 B)False

Question 18

A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

Accepted Answer

A) process control 
B) total quality control 
C) quality circle 
D) companywide quality control 
A) process control 
B) total quality control 
C) quality circle 
D) companywide quality control

Question 19

Which of the following is a criticism of the product-based definition of quality?

Accepted Answer

A)  Quality is often mistakenly assumed to be related to price. 
B)  Not all products are fit for use. 
C)  Consumers frequently confuse products with services. 
D)  Quality cannot be defined precisely; you just know it when you see it. 
A)  Quality is often mistakenly assumed to be related to price. 
B)  Not all products are fit for use. 
C)  Consumers frequently confuse products with services. 
D)  Quality cannot be defined precisely; you just know it when you see it.

Question 20

The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

Accepted Answer

A) total quality management 
B) companywide quality control 
C) quality circle 
D) process control 
A) total quality management 
B) companywide quality control 
C) quality circle 
D) process control

What role can technology play in transforming Rob & Diane's restaurant into a TQ-focused firm?

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

Which of the following perspectives closely matches the quality approach at the furniture franchise?

When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

Assessment of quality is affected by one's position in the value chain.

Compare and contrast the following definitions of quality.Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.Definition 2: Quality is meeting or exceeding customer expectations.

Conformance to specifications applies to which quality definition?

_____ is credited with developing control charts.

The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n)_____.

Which of the following correctly matches a perspective (or definition)of quality with its correct explanation?

Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements?

Name four ways that a college business school student could apply quality management principles at the personal level.Give example of data that could be collected in this effort.

Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

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,and manufacturing-based.

In the employee training at Rob and Diane's restaurant,the moments of truth include all of the following EXCEPT:

The employee who conducts a final product inspection is the principle judge of quality under total quality.

A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

Which of the following is a criticism of the product-based definition of quality?

The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 1: Introduction

What role can technology play in transforming Rob & Diane's restaurant into a TQ-focused firm?

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

Which of the following perspectives closely matches the quality approach at the furniture franchise?

When a part dimension is specified as "0.236 ± 0.003 cm",it would mean that the target,or ideal value,is 0.236 centimeters,and that the allowable variation is 0.003 centimeters from the target.This means that the tolerance is:

A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?

Assessment of quality is affected by one's position in the value chain.

Compare and contrast the following definitions of quality.Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.Definition 2: Quality is meeting or exceeding customer expectations.

Conformance to specifications applies to which quality definition?

_____ is credited with developing control charts.

The person who buys an automobile for personal use or the guest who registers at a hotel is considered an ultimate purchaser and is more precisely referred to as a (n)_____.

Which of the following correctly matches a perspective (or definition)of quality with its correct explanation?

Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet consumers' requirements?

Name four ways that a college business school student could apply quality management principles at the personal level.Give example of data that could be collected in this effort.

Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy?

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,and manufacturing-based.

In the employee training at Rob and Diane's restaurant,the moments of truth include all of the following EXCEPT:

The employee who conducts a final product inspection is the principle judge of quality under total quality.

A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.

Which of the following is a criticism of the product-based definition of quality?

The term _____ was developed by the U.S.Naval Air Systems Command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods,services,and the organizational culture.

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters