Question 1

A _____ specifies long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

Accepted Answer

A) quality forecast 
B) vision statement 
C) production plan 
D) capacity planning 
A) quality forecast 
B) vision statement 
C) production plan 
D) capacity planning

Question 2

The purchasing department can help a firm achieve quality by following all of the following EXCEPT:

Accepted Answer

A) selecting quality-conscious suppliers. 
B) informing suppliers of any problems encountered with their goods. 
C) establishing ad-hoc supplier relationships based on requirements. 
D) providing quality-improvement training to suppliers. 
A) selecting quality-conscious suppliers. 
B) informing suppliers of any problems encountered with their goods. 
C) establishing ad-hoc supplier relationships based on requirements. 
D) providing quality-improvement training to suppliers.

Question 3

Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality.

Accepted Answer

A) True 
 B)False

Question 4

Generally,output uniformity is as important in a manufacturing process as in a service activity.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is NOT a core value in Pearl River School District's (PRSD)quality approach?

Accepted Answer

A) Active involvement from all stakeholders is integral to district operations. 
B) Students are highly valued resources. 
C) The district recognizes the value it has in the community and the people it serves. 
D) Our business operations are cost-effective while maintaining quality and protecting program. 
A) Active involvement from all stakeholders is integral to district operations. 
B) Students are highly valued resources. 
C) The district recognizes the value it has in the community and the people it serves. 
D) Our business operations are cost-effective while maintaining quality and protecting program.

Question 6

An increasingly important component in quality for service firms is:

Accepted Answer

A) information technology. 
B) worker health care. 
C) legal services. 
D) inventory management. 
A) information technology. 
B) worker health care. 
C) legal services. 
D) inventory management.

Question 7

The two most important drivers of service quality are _____ and _____.

Accepted Answer

A) time; convenience 
B) people; technology 
C) satisfaction; feedback 
D) expectation; actual delivery 
A) time; convenience 
B) people; technology 
C) satisfaction; feedback 
D) expectation; actual delivery

Question 8

The primary objective of inspection is to remove defective items.

Accepted Answer

A) True 
 B)False

Question 9

The first institution of higher education to win the Baldrige Award is:

Accepted Answer

A) Penn State University 
B) University of Wisconsin - Stout 
C) Harvard University 
D) University of California - Fullerton 
A) Penn State University 
B) University of Wisconsin - Stout 
C) Harvard University 
D) University of California - Fullerton

Question 10

The purposes of final product inspection are all of the following EXCEPT:

Accepted Answer

A) to allow other workers to concentrate on output quantity rather than quality. 
B) to ensure that no defective items reach the customer. 
C) to discover and help resolve production problems. 
D) to judge the quality of manufacturing. 
A) to allow other workers to concentrate on output quantity rather than quality. 
B) to ensure that no defective items reach the customer. 
C) to discover and help resolve production problems. 
D) to judge the quality of manufacturing.

Question 11

A study by the American Society for Quality revealed that:

Accepted Answer

A) elementary schools are more advanced than secondary schools in their use of quality tools and approaches. 
B) secondary schools are more advanced than elementary schools in their use of quality tools and approaches. 
C) secondary schools are equally advanced as elementary schools in their use of quality tools and approaches. 
D) elementary schools and secondary schools lag behind higher education institutions in their use of quality tools and approaches. 
A) elementary schools are more advanced than secondary schools in their use of quality tools and approaches. 
B) secondary schools are more advanced than elementary schools in their use of quality tools and approaches. 
C) secondary schools are equally advanced as elementary schools in their use of quality tools and approaches. 
D) elementary schools and secondary schools lag behind higher education institutions in their use of quality tools and approaches.

Question 12

Cite three types of quality problems in health care.Recommend three ways to improve health care delivery.

Accepted Answer

The text cites a 1998 study that found a

Question 13

Quality improvement efforts in health care have resulted in all of the following EXCEPT:

Accepted Answer

A) cost reduction. 
B) relaxation of accreditation standards. 
C) increased efficiency. 
D) shorter hospital stays. 
A) cost reduction. 
B) relaxation of accreditation standards. 
C) increased efficiency. 
D) shorter hospital stays.

Question 14

Discuss how front-line employees are critical to customer assessment of service quality.Identify the challenges faced by front-line employees.

Accepted Answer

Front-line employees are critical given

Question 15

A significant feature of lean production is the practice of _____ by every worker,demanding the questioning of every process and testing of all assumptions.

Accepted Answer

A) continuous improvement 
B) multitasking 
C) process mapping 
D) self-improvement 
A) continuous improvement 
B) multitasking 
C) process mapping 
D) self-improvement

Question 16

The President's Quality Award was:

Accepted Answer

A) revised after 2000. 
B) eliminated in 2000. 
C) initiated in 2000. 
D) suspended in 2000 and reinstated in 2004. 
A) revised after 2000. 
B) eliminated in 2000. 
C) initiated in 2000. 
D) suspended in 2000 and reinstated in 2004.

Question 17

Category Two awards of the President's Quality Award is given:

Accepted Answer

A) for a specific practice, falling under one of the five government-wide Management Initiatives, that is innovative and exemplary. 
B) for agency performance in non-Government management initiatives, that is innovative and exemplary. 
C) for agency performance in one of the five Government-wide Management Initiatives. 
D) for agency performance in integrating their management systems under the five Government-wide Management Initiatives. 
A) for a specific practice, falling under one of the five government-wide Management Initiatives, that is innovative and exemplary. 
B) for agency performance in non-Government management initiatives, that is innovative and exemplary. 
C) for agency performance in one of the five Government-wide Management Initiatives. 
D) for agency performance in integrating their management systems under the five Government-wide Management Initiatives.

Question 18

Which of the following is NOT TRUE regarding service quality?

Accepted Answer

A) Output of services is generally more intangible than manufacturing output. 
B) Quality is more easily measured in manufacturing than in service operations. 
C) The timing of product manufacturing is more important than on-time service delivery. 
D) Services are generally more labor intensive than manufacturing processes. 
A) Output of services is generally more intangible than manufacturing output. 
B) Quality is more easily measured in manufacturing than in service operations. 
C) The timing of product manufacturing is more important than on-time service delivery. 
D) Services are generally more labor intensive than manufacturing processes.

Question 19

_____ systems allow doctors to type medical orders,prescriptions,diagnostic tests,and blood work results into a central database.

Accepted Answer

A) Electronic medical record (EMR) 
B) Electro cardio graph (ECG) 
C) Centralized information 
D) Directory information 
A) Electronic medical record (EMR) 
B) Electro cardio graph (ECG) 
C) Centralized information 
D) Directory information

Question 20

CQI (continuous quality improvement)is yet to be mandated as a requirement for health care organizations desiring accreditation by The Joint Commission on Accreditation of Healthcare Organizations.

Accepted Answer

A) True 
 B)False

A _____ specifies long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

The purchasing department can help a firm achieve quality by following all of the following EXCEPT:

Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality.

Generally,output uniformity is as important in a manufacturing process as in a service activity.

Which of the following is NOT a core value in Pearl River School District's (PRSD)quality approach?

An increasingly important component in quality for service firms is:

The two most important drivers of service quality are _ and _.

The primary objective of inspection is to remove defective items.

The first institution of higher education to win the Baldrige Award is:

The purposes of final product inspection are all of the following EXCEPT:

A study by the American Society for Quality revealed that:

Cite three types of quality problems in health care.Recommend three ways to improve health care delivery.

Quality improvement efforts in health care have resulted in all of the following EXCEPT:

Discuss how front-line employees are critical to customer assessment of service quality.Identify the challenges faced by front-line employees.

A significant feature of lean production is the practice of _____ by every worker,demanding the questioning of every process and testing of all assumptions.

The President's Quality Award was:

Category Two awards of the President's Quality Award is given:

Which of the following is NOT TRUE regarding service quality?

_____ systems allow doctors to type medical orders,prescriptions,diagnostic tests,and blood work results into a central database.

CQI (continuous quality improvement)is yet to be mandated as a requirement for health care organizations desiring accreditation by The Joint Commission on Accreditation of Healthcare Organizations.

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

A _____ specifies long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

The purchasing department can help a firm achieve quality by following all of the following EXCEPT:

Many companies now require that their suppliers provide proof that their processes can consistently turn out products of specified quality.

Generally,output uniformity is as important in a manufacturing process as in a service activity.

Which of the following is NOT a core value in Pearl River School District's (PRSD)quality approach?

An increasingly important component in quality for service firms is:

The two most important drivers of service quality are _____ and _____.

The primary objective of inspection is to remove defective items.

The first institution of higher education to win the Baldrige Award is:

The purposes of final product inspection are all of the following EXCEPT:

A study by the American Society for Quality revealed that:

Cite three types of quality problems in health care.Recommend three ways to improve health care delivery.

Quality improvement efforts in health care have resulted in all of the following EXCEPT:

Discuss how front-line employees are critical to customer assessment of service quality.Identify the challenges faced by front-line employees.

A significant feature of lean production is the practice of _____ by every worker,demanding the questioning of every process and testing of all assumptions.

The President's Quality Award was:

Category Two awards of the President's Quality Award is given:

Which of the following is NOT TRUE regarding service quality?

_____ systems allow doctors to type medical orders,prescriptions,diagnostic tests,and blood work results into a central database.

CQI (continuous quality improvement)is yet to be mandated as a requirement for health care organizations desiring accreditation by The Joint Commission on Accreditation of Healthcare Organizations.

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

The two most important drivers of service quality are _ and _.