Question 1

In a typical manufacturing system,which of the following will be the responsibility of the Purchasing and Receiving department?

Accepted Answer

A) Installation and service 
B) Industrial engineering and process design 
C) Tool engineering 
D) Production planning and scheduling 
A) Installation and service 
B) Industrial engineering and process design 
C) Tool engineering 
D) Production planning and scheduling

Question 2

_____ products fail as they do not meet customer needs and _____ products may not find a profitable market.

Accepted Answer

A) Underengineered; overengineered 
B) Consumer; industrial 
C) Domestic; global 
D) Essential; luxury 
A) Underengineered; overengineered 
B) Consumer; industrial 
C) Domestic; global 
D) Essential; luxury

Question 3

Describe three business support functions for manufacturing and explain how these functions contribute to achievement of quality.

Accepted Answer

The respondent can select from many of t

Question 4

Common characteristics of small businesses that hinder the implementation of TQ principles include all of the following EXCEPT:

Accepted Answer

A) little focus on the customers. 
B) little employee discretion and empowerment. 
C) lack of a structured information system. 
D) lack of professional management expertise. 
A) little focus on the customers. 
B) little employee discretion and empowerment. 
C) lack of a structured information system. 
D) lack of professional management expertise.

Question 5

The _____ is an integral part of the government's plan to improve health care quality and safety.

Accepted Answer

A) Institute of Medicine (IOM) 
B) The National Committee for Quality Assurance (NCQ
A)  
C) Joint Commission on Accreditation of Healthcare Organizations (JCAHO) 
D) Agency for Healthcare Research and Quality (AHRQ) 
A) Institute of Medicine (IOM) 
B) The National Committee for Quality Assurance (NCQ
A)  
C) Joint Commission on Accreditation of Healthcare Organizations (JCAHO) 
D) Agency for Healthcare Research and Quality (AHRQ)

Question 6

In 2002,President Bush signed into law the _____,which demanded accountability for results,tracking each student's accomplishments,and emphasizing teaching methods that have been proven to work.

Accepted Answer

A) No Child Left Behind Act 
B) Educate America Act 
C) Elementary and Secondary Education Act 
D) Higher Education Opportunity Act 
A) No Child Left Behind Act 
B) Educate America Act 
C) Elementary and Secondary Education Act 
D) Higher Education Opportunity Act

Question 7

FedEx often handles several million shipments across the globe each day.What unique challenge does this example signify?

Accepted Answer

A) A large number of opportunities for error 
B) The need to store large amounts of perishable inventory 
C) An inability to define and measure quality 
D) Customers being present and involved in the service process 
A) A large number of opportunities for error 
B) The need to store large amounts of perishable inventory 
C) An inability to define and measure quality 
D) Customers being present and involved in the service process

Question 8

Which of the following is NOT one of the responsibilities of marketing and sales functions in today's organizations?

Accepted Answer

A) Obtaining feedback on product performance from customers and conveying this information to product designers and engineers 
B) Procuring talent to serve specific markets 
C) Learning the products and product features that consumers want 
D) Knowing the prices that consumers are willing to pay for quality products 
A) Obtaining feedback on product performance from customers and conveying this information to product designers and engineers 
B) Procuring talent to serve specific markets 
C) Learning the products and product features that consumers want 
D) Knowing the prices that consumers are willing to pay for quality products

Question 9

If quality is built into the product properly,_____ should be unnecessary.

Accepted Answer

A) inspection 
B) customer service 
C) process scheduling 
D) workforce training 
A) inspection 
B) customer service 
C) process scheduling 
D) workforce training

Question 10

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:

Accepted Answer

A) convenience of the customer. 
B) employee performance and behavior. 
C) unwritten guidelines based on past experiences. 
D) mutual understanding between the customer and the employee. 
A) convenience of the customer. 
B) employee performance and behavior. 
C) unwritten guidelines based on past experiences. 
D) mutual understanding between the customer and the employee.

Question 11

The largest impact of information technology for service has been in:

Accepted Answer

A) e-commerce. 
B) automated billing. 
C) order tracking. 
D) managing the rewards system. 
A) e-commerce. 
B) automated billing. 
C) order tracking. 
D) managing the rewards system.

Question 12

Continuous improvement is evaluated using four processes.Which of the following is NOT one of them?

Accepted Answer

A) The Performance Appraisal Review Process 
B) The Comprehensive Local Employment Program 
C) The Performance Measurement System 
D) Surveys and committee evaluations 
A) The Performance Appraisal Review Process 
B) The Comprehensive Local Employment Program 
C) The Performance Measurement System 
D) Surveys and committee evaluations

Question 13

Which of the following is NOT a characteristic that adversely affects the implementation of TQ principles in small firms?

Accepted Answer

A) The lack of market clout 
B) Not recognizing the importance of human resource management strategies in quality 
C) Lack of professional management expertise and the short-term focus 
D) The formal nature of communication and presence of structured information systems 
A) The lack of market clout 
B) Not recognizing the importance of human resource management strategies in quality 
C) Lack of professional management expertise and the short-term focus 
D) The formal nature of communication and presence of structured information systems

Question 14

The _____ began accrediting managed care organizations (MCOs)in 1991 in response to the need for standardized,objective information about the quality of these organizations.

Accepted Answer

A) Institute for Healthcare Improvement (IHI) 
B) Institute of Medicine (IOM) 
C) The National Committee for Quality Assurance (NCQ
A)  
D) Agency for Healthcare Research and Quality (AHRQ) 
A) Institute for Healthcare Improvement (IHI) 
B) Institute of Medicine (IOM) 
C) The National Committee for Quality Assurance (NCQ
A)  
D) Agency for Healthcare Research and Quality (AHRQ)

Question 15

Many service companies act on the motto:

Accepted Answer

A) "If we take care of our workforce, they will take care of our customers." 
B) "Live life to the fullest." 
C) "Small service is true service, while it lasts." 
D) "Unwilling service earns no thanks." 
A) "If we take care of our workforce, they will take care of our customers." 
B) "Live life to the fullest." 
C) "Small service is true service, while it lasts." 
D) "Unwilling service earns no thanks."

Question 16

Which of the following best describes the role of a quality assurance department in an organization?

Accepted Answer

A) Provide guidance and support for total quality efforts 
B) Perform incoming and outgoing inspections 
C) Find qualified, reliable suppliers 
D) Assure total quality in the organization 
A) Provide guidance and support for total quality efforts 
B) Perform incoming and outgoing inspections 
C) Find qualified, reliable suppliers 
D) Assure total quality in the organization

Question 17

The key factors that make Koalaty Kid work are all of the following EXCEPT:

Accepted Answer

A) active involvement of the whole school community. 
B) committed leadership. 
C) a system to maintain the status quo structure. 
D) an environment that celebrates successes. 
A) active involvement of the whole school community. 
B) committed leadership. 
C) a system to maintain the status quo structure. 
D) an environment that celebrates successes.

Question 18

The service sector began to recognize the importance of quality several years after manufacturing had done so for all the following reasons EXCEPT:

Accepted Answer

A) services did not confront the same aggressive foreign competition that manufacturing faced. 
B) high turnover rate in service industry jobs. 
C) constantly changing personnel. 
D) the very nature of quality changed from achieving customer satisfaction to a focus on product defects. 
A) services did not confront the same aggressive foreign competition that manufacturing faced. 
B) high turnover rate in service industry jobs. 
C) constantly changing personnel. 
D) the very nature of quality changed from achieving customer satisfaction to a focus on product defects.

Question 19

_____ concentrate on empowering employees to collect and analyze data,make critical operations decisions,and take responsibility for continuous improvements,thereby moving the responsibility for quality from the quality control department onto the factory floor.

Accepted Answer

A) Operations planning and scheduling systems 
B) Task scheduling systems 
C) Scientific management principles 
D) Workforce management practices 
A) Operations planning and scheduling systems 
B) Task scheduling systems 
C) Scientific management principles 
D) Workforce management practices

Question 20

_____ requires that inventories be reduced to the barest minimum.

Accepted Answer

A) Six Sigma 
B) Just-in-time 
C) Production scheduling 
D) Systems view 
A) Six Sigma 
B) Just-in-time 
C) Production scheduling 
D) Systems view

In a typical manufacturing system,which of the following will be the responsibility of the Purchasing and Receiving department?

_ products fail as they do not meet customer needs and _ products may not find a profitable market.

Describe three business support functions for manufacturing and explain how these functions contribute to achievement of quality.

Common characteristics of small businesses that hinder the implementation of TQ principles include all of the following EXCEPT:

The _____ is an integral part of the government's plan to improve health care quality and safety.

In 2002,President Bush signed into law the _____,which demanded accountability for results,tracking each student's accomplishments,and emphasizing teaching methods that have been proven to work.

FedEx often handles several million shipments across the globe each day.What unique challenge does this example signify?

Which of the following is NOT one of the responsibilities of marketing and sales functions in today's organizations?

If quality is built into the product properly,_____ should be unnecessary.

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:

The largest impact of information technology for service has been in:

Continuous improvement is evaluated using four processes.Which of the following is NOT one of them?

Which of the following is NOT a characteristic that adversely affects the implementation of TQ principles in small firms?

The _____ began accrediting managed care organizations (MCOs)in 1991 in response to the need for standardized,objective information about the quality of these organizations.

Many service companies act on the motto:

Which of the following best describes the role of a quality assurance department in an organization?

The key factors that make Koalaty Kid work are all of the following EXCEPT:

The service sector began to recognize the importance of quality several years after manufacturing had done so for all the following reasons EXCEPT:

_____ concentrate on empowering employees to collect and analyze data,make critical operations decisions,and take responsibility for continuous improvements,thereby moving the responsibility for quality from the quality control department onto the factory floor.

_____ requires that inventories be reduced to the barest minimum.

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

In a typical manufacturing system,which of the following will be the responsibility of the Purchasing and Receiving department?

_____ products fail as they do not meet customer needs and _____ products may not find a profitable market.

Describe three business support functions for manufacturing and explain how these functions contribute to achievement of quality.

Common characteristics of small businesses that hinder the implementation of TQ principles include all of the following EXCEPT:

The _____ is an integral part of the government's plan to improve health care quality and safety.

In 2002,President Bush signed into law the _____,which demanded accountability for results,tracking each student's accomplishments,and emphasizing teaching methods that have been proven to work.

FedEx often handles several million shipments across the globe each day.What unique challenge does this example signify?

Which of the following is NOT one of the responsibilities of marketing and sales functions in today's organizations?

If quality is built into the product properly,_____ should be unnecessary.

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:

The largest impact of information technology for service has been in:

Continuous improvement is evaluated using four processes.Which of the following is NOT one of them?

Which of the following is NOT a characteristic that adversely affects the implementation of TQ principles in small firms?

The _____ began accrediting managed care organizations (MCOs)in 1991 in response to the need for standardized,objective information about the quality of these organizations.

Many service companies act on the motto:

Which of the following best describes the role of a quality assurance department in an organization?

The key factors that make Koalaty Kid work are all of the following EXCEPT:

The service sector began to recognize the importance of quality several years after manufacturing had done so for all the following reasons EXCEPT:

_____ concentrate on empowering employees to collect and analyze data,make critical operations decisions,and take responsibility for continuous improvements,thereby moving the responsibility for quality from the quality control department onto the factory floor.

_____ requires that inventories be reduced to the barest minimum.

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

_ products fail as they do not meet customer needs and _ products may not find a profitable market.