Question 1

Measuring quality in service industries is considered more difficult than in manufacturing industries because:

Accepted Answer

A) services cannot be analyzed as production systems. 
B) a productivity measure cannot be developed for services. 
C) customers are more involved in manufacturing industries. 
D) the outputs are less tangible. 
A) services cannot be analyzed as production systems. 
B) a productivity measure cannot be developed for services. 
C) customers are more involved in manufacturing industries. 
D) the outputs are less tangible.

Question 2

Explain the differences between measuring quality of a manufactured product and quality of a service.

Accepted Answer

Product quality is conducive to direct m

Question 3

In managing for quality,it is better to analyze systems by looking at their individual parts than to analyze the interaction between parts of the system.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is NOT TRUE regarding front-line employees in service firms?

Accepted Answer

A) They receive the lowest pay. 
B) They receive the most training. 
C) They have the most contact with customers. 
D) They have little decision-making authority. 
A) They receive the lowest pay. 
B) They receive the most training. 
C) They have the most contact with customers. 
D) They have little decision-making authority.

Question 5

The one Total Quality principle that generally is well addressed in small businesses is:

Accepted Answer

A) process orientation. 
B) continuous improvement. 
C) teamwork and participation 
D) focus on customers 
A) process orientation. 
B) continuous improvement. 
C) teamwork and participation 
D) focus on customers

Question 6

Which of the following usually is NOT a primary concern of the engineering function?

Accepted Answer

A) Tool maintenance 
B) Supply systems 
C) Product specifications 
D) Assembly layout 
A) Tool maintenance 
B) Supply systems 
C) Product specifications 
D) Assembly layout

Question 7

The North American Industry Classification System (NAICS)classifies _____ to include all nonmanufacturing organizations except such industries as agriculture,mining,and construction.

Accepted Answer

A) emerging markets 
B) service organizations 
C) marginal industries 
D) value-added industries 
A) emerging markets 
B) service organizations 
C) marginal industries 
D) value-added industries

Question 8

Discuss the importance of employees and information technology in the delivery of service quality.Use two examples of service firms to help support your discussion.

Accepted Answer

Answers should describe the role of empl

Question 9

Low-cost procurement is the primary responsibility of the purchasing agent.

Accepted Answer

A) True 
 B)False

Question 10

Conditions that facilitate high quality service employees include:

Accepted Answer

A) reward systems that recognize cost-cutting behaviors. 
B) work environments that isolate employees from customers. 
C) supervisors who act more as coaches and mentors than as administrators. 
D) specialized job assignments such as greeting customers. 
A) reward systems that recognize cost-cutting behaviors. 
B) work environments that isolate employees from customers. 
C) supervisors who act more as coaches and mentors than as administrators. 
D) specialized job assignments such as greeting customers.

Question 11

Cite three ways that a hotel can use information technology to improve service quality.

Accepted Answer

Responses might include ways to speed se

Question 12

The quality of incoming materials and parts becomes more critical as the use of flexible automation increases.

Accepted Answer

A) True 
 B)False

Question 13

The production of services typically requires a lesser degree of customization than does manufacturing.

Accepted Answer

A) True 
 B)False

Question 14

The Rakuraku seat is a:

Accepted Answer

A) position in the Japanese strategy management game called Rakuraku where the other players team up to oust the incumbent manager. 
B) title conferred on new Japanese managers who take on the position of intern to a senior manager. 
C) quality initiative whereby one person is positioned as the Rakuraku seat which oversees quality within respective teams. 
D) comfortable work chair mounted on the tip of an arm that allows a line worker to easily get into and out of cramped car-body interiors. 
A) position in the Japanese strategy management game called Rakuraku where the other players team up to oust the incumbent manager. 
B) title conferred on new Japanese managers who take on the position of intern to a senior manager. 
C) quality initiative whereby one person is positioned as the Rakuraku seat which oversees quality within respective teams. 
D) comfortable work chair mounted on the tip of an arm that allows a line worker to easily get into and out of cramped car-body interiors.

Question 15

The American Society for Quality has long promoted a successful program for improving the quality of elementary school education called:

Accepted Answer

A) Learning Children. 
B) Early Achievers. 
C) Koalaty Kid. 
D) E-learning. 
A) Learning Children. 
B) Early Achievers. 
C) Koalaty Kid. 
D) E-learning.

Question 16

The high volume of customer interactions increases the probability of error in service transactions.

Accepted Answer

A) True 
 B)False

Question 17

Systems thinking:

Accepted Answer

A) has yet to be viewed as an important aspect in the managing for quality. 
B) has been determined to be an unimportant aspect in the managing for quality. 
C) is viewed as an important aspect in the managing for quality. 
D) is a controversial topic among quality management professionals. 
A) has yet to be viewed as an important aspect in the managing for quality. 
B) has been determined to be an unimportant aspect in the managing for quality. 
C) is viewed as an important aspect in the managing for quality. 
D) is a controversial topic among quality management professionals.

Question 18

Market research and active solicitation of customer feedback are necessary for developing quality products.

Accepted Answer

A) True 
 B)False

Question 19

A well-documented example of a successful city-level quality initiative involved the city of:

Accepted Answer

A) Madison, Wisconsin. 
B) New Orleans, Louisiana. 
C) Detroit, Michigan. 
D) Cincinnati, Ohio. 
A) Madison, Wisconsin. 
B) New Orleans, Louisiana. 
C) Detroit, Michigan. 
D) Cincinnati, Ohio.

Question 20

Which of the following are considered to be two critical components of quality systems in service industries?

Accepted Answer

A) Information systems and technical standards 
B) Employees and information systems 
C) Production equipment and employees 
D) Employees and inspection processes 
A) Information systems and technical standards 
B) Employees and information systems 
C) Production equipment and employees 
D) Employees and inspection processes

Measuring quality in service industries is considered more difficult than in manufacturing industries because:

Explain the differences between measuring quality of a manufactured product and quality of a service.

In managing for quality,it is better to analyze systems by looking at their individual parts than to analyze the interaction between parts of the system.

Which of the following is NOT TRUE regarding front-line employees in service firms?

The one Total Quality principle that generally is well addressed in small businesses is:

Which of the following usually is NOT a primary concern of the engineering function?

The North American Industry Classification System (NAICS)classifies _____ to include all nonmanufacturing organizations except such industries as agriculture,mining,and construction.

Discuss the importance of employees and information technology in the delivery of service quality.Use two examples of service firms to help support your discussion.

Low-cost procurement is the primary responsibility of the purchasing agent.

Conditions that facilitate high quality service employees include:

Cite three ways that a hotel can use information technology to improve service quality.

The quality of incoming materials and parts becomes more critical as the use of flexible automation increases.

The production of services typically requires a lesser degree of customization than does manufacturing.

The Rakuraku seat is a:

The American Society for Quality has long promoted a successful program for improving the quality of elementary school education called:

The high volume of customer interactions increases the probability of error in service transactions.

Systems thinking:

Market research and active solicitation of customer feedback are necessary for developing quality products.

A well-documented example of a successful city-level quality initiative involved the city of:

Which of the following are considered to be two critical components of quality systems in service industries?

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

Measuring quality in service industries is considered more difficult than in manufacturing industries because:

Explain the differences between measuring quality of a manufactured product and quality of a service.

In managing for quality,it is better to analyze systems by looking at their individual parts than to analyze the interaction between parts of the system.

Which of the following is NOT TRUE regarding front-line employees in service firms?

The one Total Quality principle that generally is well addressed in small businesses is:

Which of the following usually is NOT a primary concern of the engineering function?

The North American Industry Classification System (NAICS)classifies _____ to include all nonmanufacturing organizations except such industries as agriculture,mining,and construction.

Discuss the importance of employees and information technology in the delivery of service quality.Use two examples of service firms to help support your discussion.

Low-cost procurement is the primary responsibility of the purchasing agent.

Conditions that facilitate high quality service employees include:

Cite three ways that a hotel can use information technology to improve service quality.

The quality of incoming materials and parts becomes more critical as the use of flexible automation increases.

The production of services typically requires a lesser degree of customization than does manufacturing.

The Rakuraku seat is a:

The American Society for Quality has long promoted a successful program for improving the quality of elementary school education called:

The high volume of customer interactions increases the probability of error in service transactions.

Systems thinking:

Market research and active solicitation of customer feedback are necessary for developing quality products.

A well-documented example of a successful city-level quality initiative involved the city of:

Which of the following are considered to be two critical components of quality systems in service industries?

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