Question 1

Describe three initiatives that have been aimed at improving quality in the educational institutions.

Accepted Answer

Examples include Koa

Question 2

In 2000,the Institute of Medicine (IOM)issued a report which showed that the majority of medical errors do not result from recklessness,but are caused by:

Accepted Answer

A) underqualified service providers. 
B) lack of proper training. 
C) faulty systems and processes. 
D) major technical glitches. 
A) underqualified service providers. 
B) lack of proper training. 
C) faulty systems and processes. 
D) major technical glitches.

Question 3

Customers are commonly involved in the delivery of the service process by being present when the service is being performed.

Accepted Answer

A) True 
 B)False

Question 4

Overengineering can also create a complacency that leads to poor quality.

Accepted Answer

A) True 
 B)False

Question 5

A service can be defined as any primary or complementary activity that does not directly produce a physical product.

Accepted Answer

A) True 
 B)False

Question 6

The definitions of quality as applied to manufacturing do not apply well to services.

Accepted Answer

A) True 
 B)False

Question 7

One popular phrase at Toyota is:

Accepted Answer

A) if there's a problem, there's a solution. 
B) don't fix what's not broken. 
C) change or die. 
D) better late than never. 
A) if there's a problem, there's a solution. 
B) don't fix what's not broken. 
C) change or die. 
D) better late than never.

Question 8

Identify three human resource practices that can impede customer service employees from delivering high quality service.Describe how you would modify each practice to promote high quality service.

Accepted Answer

Human resource practices that impede hig

Question 9

The Federal Quality Institute was established within the U.S.Office of Personnel Management to:

Accepted Answer

A) regulate implementation of ISO 9000 standards. 
B) facilitate the use of quality management practices in the federal government. 
C) monitor quality in third-world nations. 
D) administer the Malcolm Baldrige National Quality Award. 
A) regulate implementation of ISO 9000 standards. 
B) facilitate the use of quality management practices in the federal government. 
C) monitor quality in third-world nations. 
D) administer the Malcolm Baldrige National Quality Award.

Question 10

Cite three trends that support the improvement of quality in the health care sector.

Accepted Answer

Trends include an increased percentage o

Question 11

_____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.

Accepted Answer

A) Systems thinking 
B) Continuous improvement 
C) The Golden Hammer 
D) Quality circle programs 
A) Systems thinking 
B) Continuous improvement 
C) The Golden Hammer 
D) Quality circle programs

Question 12

_____ can help to prevent manufacturing defects and service errors and to reduce the need for the non-value-adding inspection practices.

Accepted Answer

A) Management control 
B) Tighter supervision 
C) Good design 
D) Efficient supply systems 
A) Management control 
B) Tighter supervision 
C) Good design 
D) Efficient supply systems

Question 13

Select four major functions of a manufacturing firm and describe how each function contributes to the firm's achievement of quality.

Accepted Answer

The text lists the various functions tha

Question 14

Discuss the role of the purchasing department of a manufacturing firm in achieving quality.

Accepted Answer

Purchasing's role is critical to the ach

Question 15

Discuss the role of the marketing department of a manufacturing firm in achieving quality.

Accepted Answer

The marketing department's role is criti

Question 16

Services differ from manufactured goods in which of the following ways?

Accepted Answer

A) Service output is more easily measured. 
B) Services tend to be produced and consumed simultaneously. 
C) Service output is generally more tangible. 
D) Service providing requires a lower degree of customization than does manufacturing. 
A) Service output is more easily measured. 
B) Services tend to be produced and consumed simultaneously. 
C) Service output is generally more tangible. 
D) Service providing requires a lower degree of customization than does manufacturing.

Question 17

The President's Quality Award is the (U.S.)federal government's equivalent of the Malcolm Baldrige National Quality Award.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following best describes logistics activities?

Accepted Answer

A) Burn-in testing 
B) Preventive maintenance 
C) Packing, shipping, and warehousing 
D) Inspection of work-in-process 
A) Burn-in testing 
B) Preventive maintenance 
C) Packing, shipping, and warehousing 
D) Inspection of work-in-process

Question 19

The _____ department is the link between purchasing and production.

Accepted Answer

A) liaison 
B) materials 
C) receiving 
D) supply 
A) liaison 
B) materials 
C) receiving 
D) supply

Question 20

Russell Ackoff concluded that management should focus on the actions of parts taken separately rather than the interactions of parts and of the system with other systems.

Accepted Answer

A) True 
 B)False

Describe three initiatives that have been aimed at improving quality in the educational institutions.

In 2000,the Institute of Medicine (IOM)issued a report which showed that the majority of medical errors do not result from recklessness,but are caused by:

Customers are commonly involved in the delivery of the service process by being present when the service is being performed.

Overengineering can also create a complacency that leads to poor quality.

A service can be defined as any primary or complementary activity that does not directly produce a physical product.

The definitions of quality as applied to manufacturing do not apply well to services.

One popular phrase at Toyota is:

Identify three human resource practices that can impede customer service employees from delivering high quality service.Describe how you would modify each practice to promote high quality service.

The Federal Quality Institute was established within the U.S.Office of Personnel Management to:

Cite three trends that support the improvement of quality in the health care sector.

_____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.

_____ can help to prevent manufacturing defects and service errors and to reduce the need for the non-value-adding inspection practices.

Select four major functions of a manufacturing firm and describe how each function contributes to the firm's achievement of quality.

Discuss the role of the purchasing department of a manufacturing firm in achieving quality.

Discuss the role of the marketing department of a manufacturing firm in achieving quality.

Services differ from manufactured goods in which of the following ways?

The President's Quality Award is the (U.S.)federal government's equivalent of the Malcolm Baldrige National Quality Award.

Which of the following best describes logistics activities?

The _____ department is the link between purchasing and production.

Russell Ackoff concluded that management should focus on the actions of parts taken separately rather than the interactions of parts and of the system with other systems.

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

Describe three initiatives that have been aimed at improving quality in the educational institutions.

In 2000,the Institute of Medicine (IOM)issued a report which showed that the majority of medical errors do not result from recklessness,but are caused by:

Customers are commonly involved in the delivery of the service process by being present when the service is being performed.

Overengineering can also create a complacency that leads to poor quality.

A service can be defined as any primary or complementary activity that does not directly produce a physical product.

The definitions of quality as applied to manufacturing do not apply well to services.

One popular phrase at Toyota is:

Identify three human resource practices that can impede customer service employees from delivering high quality service.Describe how you would modify each practice to promote high quality service.

The Federal Quality Institute was established within the U.S.Office of Personnel Management to:

Cite three trends that support the improvement of quality in the health care sector.

_____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.

_____ can help to prevent manufacturing defects and service errors and to reduce the need for the non-value-adding inspection practices.

Select four major functions of a manufacturing firm and describe how each function contributes to the firm's achievement of quality.

Discuss the role of the purchasing department of a manufacturing firm in achieving quality.

Discuss the role of the marketing department of a manufacturing firm in achieving quality.

Services differ from manufactured goods in which of the following ways?

The President's Quality Award is the (U.S.)federal government's equivalent of the Malcolm Baldrige National Quality Award.

Which of the following best describes logistics activities?

The _____ department is the link between purchasing and production.

Russell Ackoff concluded that management should focus on the actions of parts taken separately rather than the interactions of parts and of the system with other systems.

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