Question 1

Among the key challenges that not-for-profits face in adopting quality practices are all of the following EXCEPT:

Accepted Answer

A) overcoming the fear of change. 
B) understanding target customers. 
C) dealing with limited resources. 
D) understanding relationships with government and large corporations. 
A) overcoming the fear of change. 
B) understanding target customers. 
C) dealing with limited resources. 
D) understanding relationships with government and large corporations. B

Question 2

By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.

Accepted Answer

A) service quality 
B) systems thinking 
C) perceived value 
D) inventory management 
A) service quality 
B) systems thinking 
C) perceived value 
D) inventory management A

Question 3

Which of the following is NOT TRUE regarding Academic Quality Improvement Project (AQIP)?

Accepted Answer

A) Applies TQ principles to educational institutions to better understand their key processes 
B) Involves faculty more directly in the improvement process 
C) Provides concrete feedback to enable institutions to raise performance levels 
D) Mandates participation in AQIP along with the academic accreditation 
A) Applies TQ principles to educational institutions to better understand their key processes 
B) Involves faculty more directly in the improvement process 
C) Provides concrete feedback to enable institutions to raise performance levels 
D) Mandates participation in AQIP along with the academic accreditation D

Question 4

Two organizations that have advanced the quality of health care in the U.S.are:

Accepted Answer

A) TQM and USDA. 
B) NCQA and JCAHO. 
C) MCO and HMO. 
D) CQI and ASQ. 
A) TQM and USDA. 
B) NCQA and JCAHO. 
C) MCO and HMO. 
D) CQI and ASQ.

Question 5

Which of the following does NOT belong to the management initiatives in the category two and three awards?

Accepted Answer

A) Budget and Performance Integration 
B) Comparative Outsourcing 
C) Improved Financial Performance 
D) Expanded Electronic Government 
A) Budget and Performance Integration 
B) Comparative Outsourcing 
C) Improved Financial Performance 
D) Expanded Electronic Government

Question 6

Systems thinking can be applied to the analysis of:

Accepted Answer

A) manufacturing processes but not service processes. 
B) service processes but not manufacturing processes. 
C) both manufacturing and service processes. 
D) manufacturing processes in engineering industries only. 
A) manufacturing processes but not service processes. 
B) service processes but not manufacturing processes. 
C) both manufacturing and service processes. 
D) manufacturing processes in engineering industries only.

Question 7

The quality of incoming parts and materials for a manufacturing firm has become more critical with the introduction of:

Accepted Answer

A) Automation. 
B) Just-in-time scheduling. 
C) Quality awards. 
D) Information technology. 
A) Automation. 
B) Just-in-time scheduling. 
C) Quality awards. 
D) Information technology.

Question 8

Which of the following is NOT a leading quality management practice in purchasing and receiving?

Accepted Answer

A) Selecting a supplier who bids the lowest price on a supply contract 
B) Training suppliers in quality improvement methodology 
C) Retaining suppliers that meet expectations for superior quality 
D) Requiring suppliers to provide proof of capable processes 
A) Selecting a supplier who bids the lowest price on a supply contract 
B) Training suppliers in quality improvement methodology 
C) Retaining suppliers that meet expectations for superior quality 
D) Requiring suppliers to provide proof of capable processes

Question 9

Studies indicate that variation in health care practices has been eliminated as a quality concern in the delivery of care.

Accepted Answer

A) True 
 B)False

Question 10

Identify and discuss five differences between service and manufacturing organizations.

Accepted Answer

Differences include difficulty to identi

Question 11

The goals of _____ are to help member organizations improve their performance and maximize their effectiveness; reshape the relationship with members of The Higher Learning Commission into a partnership; and provide the public with credible quality assurance concerning higher education providers.

Accepted Answer

A) Pearl River School District (PRS
D)  
B) Continuous Improvement Process (CIP) 
C) Academic Quality Improvement Project (AQIP) 
D) The National Committee for Quality Assurance (NCQA 
A) Pearl River School District (PRS
D)  
B) Continuous Improvement Process (CIP) 
C) Academic Quality Improvement Project (AQIP) 
D) The National Committee for Quality Assurance (NCQA

Question 12

Logistics activities protect quality after goods are produced.

Accepted Answer

A) True 
 B)False

Question 13

The transition to a customer-driven organization has caused fundamental changes in manufacturing practices.Identify which of the following is NOT one of the changes.

Accepted Answer

A) Suppliers have become partners in product design and manufacturing efforts. 
B) Product design activities now closely integrate marketing, engineering, and manufacturing operations. 
C) Quality control has shifted from the production floor to the quality department. 
D) Workforce management practices concentrate on empowering employee. 
A) Suppliers have become partners in product design and manufacturing efforts. 
B) Product design activities now closely integrate marketing, engineering, and manufacturing operations. 
C) Quality control has shifted from the production floor to the quality department. 
D) Workforce management practices concentrate on empowering employee.

Question 14

The phrase "continuous quality improvement" (CQI)is the preferred term for quality-related efforts in which industry?

Accepted Answer

A) Health care 
B) Education 
C) Automotive 
D) Education. 
A) Health care 
B) Education 
C) Automotive 
D) Education.

Question 15

_____ works with product designing to develop realistic specifications.

Accepted Answer

A) The quality assurance department 
B) Industrial engineering and process designing 
C) Operations planning and scheduling 
D) The product development team 
A) The quality assurance department 
B) Industrial engineering and process designing 
C) Operations planning and scheduling 
D) The product development team

Question 16

Viewing a McDonald's restaurant as being composed of order taking/cashier,grilling and food preparation,drive-through,purchasing,and training processes is an example of:

Accepted Answer

A) just-in-time control. 
B) systems thinking. 
C) resource alignment. 
D) functional analysis. 
A) just-in-time control. 
B) systems thinking. 
C) resource alignment. 
D) functional analysis.

Question 17

To maintain production,the quality of materials must be high because no buffer inventories are available to take up the slack.This is especially TRUE in the case of:

Accepted Answer

A) industrial engineering and product design. 
B) quality assurance. 
C) workforce management practices. 
D) just-in-time scheduling. 
A) industrial engineering and product design. 
B) quality assurance. 
C) workforce management practices. 
D) just-in-time scheduling.

Question 18

A 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care.They include all of the following EXCEPT:

Accepted Answer

A) unavoidable errors. 
B) underutilization of services. 
C) overuse of services. 
D) variation in services. 
A) unavoidable errors. 
B) underutilization of services. 
C) overuse of services. 
D) variation in services.

Question 19

Which of the following is NOT TRUE about service organizations?

Accepted Answer

A) Customers often are involved in the service process. 
B) Services are capital intensive. 
C) Services cannot be stored, inventoried, or inspected prior to delivery. 
D) Services are produced and consumed simultaneously. 
A) Customers often are involved in the service process. 
B) Services are capital intensive. 
C) Services cannot be stored, inventoried, or inspected prior to delivery. 
D) Services are produced and consumed simultaneously.

Question 20

Which of the following TQ principles is generally better addressed by small businesses?

Accepted Answer

A) Customer relationship practices 
B) Employee engagement 
C) Process focus 
D) Continuous improvement 
A) Customer relationship practices 
B) Employee engagement 
C) Process focus 
D) Continuous improvement

Among the key challenges that not-for-profits face in adopting quality practices are all of the following EXCEPT:

By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.

Which of the following is NOT TRUE regarding Academic Quality Improvement Project (AQIP)?

Two organizations that have advanced the quality of health care in the U.S.are:

Which of the following does NOT belong to the management initiatives in the category two and three awards?

Systems thinking can be applied to the analysis of:

The quality of incoming parts and materials for a manufacturing firm has become more critical with the introduction of:

Which of the following is NOT a leading quality management practice in purchasing and receiving?

Studies indicate that variation in health care practices has been eliminated as a quality concern in the delivery of care.

Identify and discuss five differences between service and manufacturing organizations.

The goals of _____ are to help member organizations improve their performance and maximize their effectiveness; reshape the relationship with members of The Higher Learning Commission into a partnership; and provide the public with credible quality assurance concerning higher education providers.

Logistics activities protect quality after goods are produced.

The transition to a customer-driven organization has caused fundamental changes in manufacturing practices.Identify which of the following is NOT one of the changes.

The phrase "continuous quality improvement" (CQI)is the preferred term for quality-related efforts in which industry?

_____ works with product designing to develop realistic specifications.

Viewing a McDonald's restaurant as being composed of order taking/cashier,grilling and food preparation,drive-through,purchasing,and training processes is an example of:

To maintain production,the quality of materials must be high because no buffer inventories are available to take up the slack.This is especially TRUE in the case of:

A 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care.They include all of the following EXCEPT:

Which of the following is NOT TRUE about service organizations?

Which of the following TQ principles is generally better addressed by small businesses?

Introduction

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 2: Total Quality In Organizations

Among the key challenges that not-for-profits face in adopting quality practices are all of the following EXCEPT:

By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.

Which of the following is NOT TRUE regarding Academic Quality Improvement Project (AQIP)?

Two organizations that have advanced the quality of health care in the U.S.are:

Which of the following does NOT belong to the management initiatives in the category two and three awards?

Systems thinking can be applied to the analysis of:

The quality of incoming parts and materials for a manufacturing firm has become more critical with the introduction of:

Which of the following is NOT a leading quality management practice in purchasing and receiving?

Studies indicate that variation in health care practices has been eliminated as a quality concern in the delivery of care.

Identify and discuss five differences between service and manufacturing organizations.

The goals of _____ are to help member organizations improve their performance and maximize their effectiveness; reshape the relationship with members of The Higher Learning Commission into a partnership; and provide the public with credible quality assurance concerning higher education providers.

Logistics activities protect quality after goods are produced.

The transition to a customer-driven organization has caused fundamental changes in manufacturing practices.Identify which of the following is NOT one of the changes.

The phrase "continuous quality improvement" (CQI)is the preferred term for quality-related efforts in which industry?

_____ works with product designing to develop realistic specifications.

Viewing a McDonald's restaurant as being composed of order taking/cashier,grilling and food preparation,drive-through,purchasing,and training processes is an example of:

To maintain production,the quality of materials must be high because no buffer inventories are available to take up the slack.This is especially TRUE in the case of:

A 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care.They include all of the following EXCEPT:

Which of the following is NOT TRUE about service organizations?

Which of the following TQ principles is generally better addressed by small businesses?

Introduction

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