Question 1

ISO 9000 can be implemented in an organization that has not fully embraced total quality and still result in significant benefits.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is NOT recognized as a barrier to change?

Accepted Answer

A) Lack of constancy of purpose. 
B) Lack of a holistic systems perspective. 
C) Lack of alignment with the organizational system. 
D) Lack of organizational resources. 
A) Lack of constancy of purpose. 
B) Lack of a holistic systems perspective. 
C) Lack of alignment with the organizational system. 
D) Lack of organizational resources.

Question 3

An important implication of the International Quality Study best practices report is that an organization should assess its current practices and performance levels before implementing total quality practices.

Accepted Answer

A) True 
 B)False

Question 4

A high-technology company stresses individual rewards despite the fact that innovation relies heavily on teamwork.This is an example of:

Accepted Answer

A) a dysfunctional culture. 
B) negative reinforcement. 
C) poor organizational design. 
D) employee development. 
A) a dysfunctional culture. 
B) negative reinforcement. 
C) poor organizational design. 
D) employee development.

Question 5

A company's value system and its collection of guiding principles is known as its:

Accepted Answer

A) mission statement. 
B) corporate culture. 
C) strategic plan. 
D) vision statement. 
A) mission statement. 
B) corporate culture. 
C) strategic plan. 
D) vision statement.

Question 6

The single-best way the total quality concept is sold to an organization is by positioning quality as a way to address the priority goals of customers.

Accepted Answer

A) True 
 B)False

Question 7

Traditional management views people as a commodity,virtually interchangeable,and to be developed based on the perceived needs of the enterprise.

Accepted Answer

A) True 
 B)False

Question 8

An important step in making self-assessments effective is:

Accepted Answer

A) withholding bonuses until any and all deficiencies are corrected. 
B) eventually applying for a quality award. 
C) follow-up action planning by senior management. 
D) rewarding departments that are judged to be exceptional. 
A) withholding bonuses until any and all deficiencies are corrected. 
B) eventually applying for a quality award. 
C) follow-up action planning by senior management. 
D) rewarding departments that are judged to be exceptional.

Question 9

According to Robert Cole,_____ is described as a non-linear,discontinuous,experimental,back-and-forth process that is needed in order to develop products and services to compete in the existing turbulent business environment.

Accepted Answer

A) random experimentation 
B) probe-and-learn 
C) organic development 
D) growth-in-diversity 
A) random experimentation 
B) probe-and-learn 
C) organic development 
D) growth-in-diversity

Question 10

Middle management is usually the organizational group that is most supportive of a change to a total quality environment.

Accepted Answer

A) True 
 B)False

Question 11

Unlike strategic change,process change is often:

Accepted Answer

A) externally focused. 
B) broader in scope. 
C) confined to a particular unit. 
D) related to significant organizational challenges. 
A) externally focused. 
B) broader in scope. 
C) confined to a particular unit. 
D) related to significant organizational challenges.

Question 12

The International Organization for Standardization is developing a voluntary social responsibility standard,_____ which is scheduled for release in 2010.

Accepted Answer

A) ISO 26000 
B) ISO 16000 
C) ISO 62000 
D) ISO 6000 
A) ISO 26000 
B) ISO 16000 
C) ISO 62000 
D) ISO 6000

Question 13

Which of the following is NOT part of the internal audit process?

Accepted Answer

A) Asking those who perform a process regularly to explain how it works. 
B) Comparing the statements to written procedures, and noting compliance and deviations. 
C) Examining the compensation system to verify its relevance to quality compliance. 
D) Analyzing whether the process is meeting its intent and objectives. 
A) Asking those who perform a process regularly to explain how it works. 
B) Comparing the statements to written procedures, and noting compliance and deviations. 
C) Examining the compensation system to verify its relevance to quality compliance. 
D) Analyzing whether the process is meeting its intent and objectives.

Question 14

In the Virgin Group case,one of the key mottos for Virgin's success is "If your staff is enjoying their work,they will perform well.Consequently,customers will enjoy their experience with your company." Do you agree? Discuss this statement with its implications for other industries.

Accepted Answer

Student responses will vary.Other indust

Question 15

As per the model that describes the Baldrige roadmap to performance excellence,at which stage does the transition from the singular focus on change through projects to systematic evaluation and improvement of leadership approaches occur?

Accepted Answer

A) Stage 1 
B) Stage 2 
C) Stage 3 
D) Stage 4 
A) Stage 1 
B) Stage 2 
C) Stage 3 
D) Stage 4

Question 16

Senior management is not involved in the self-assessment follow-up.

Accepted Answer

A) True 
 B)False

Question 17

Which is the most important question organizations contemplating change must answer?

Accepted Answer

A) Why is the change necessary? 
B) What will it do to my organization (department, job)? 
C) What problems will I encounter in making the change? 
D) What's in it for me? 
A) Why is the change necessary? 
B) What will it do to my organization (department, job)? 
C) What problems will I encounter in making the change? 
D) What's in it for me?

Question 18

Discuss how the corporate culture is displayed and its role on behavior.

Accepted Answer

As described in the text,cultural values

Question 19

In TQ management,quality is the adherence to internal specifications and standards.

Accepted Answer

A) True 
 B)False

Question 20

Discuss the two major reasons why companies adopt total quality.

Accepted Answer

The two basic reasons that companies dec

ISO 9000 can be implemented in an organization that has not fully embraced total quality and still result in significant benefits.

Which of the following is NOT recognized as a barrier to change?

An important implication of the International Quality Study best practices report is that an organization should assess its current practices and performance levels before implementing total quality practices.

A high-technology company stresses individual rewards despite the fact that innovation relies heavily on teamwork.This is an example of:

A company's value system and its collection of guiding principles is known as its:

The single-best way the total quality concept is sold to an organization is by positioning quality as a way to address the priority goals of customers.

Traditional management views people as a commodity,virtually interchangeable,and to be developed based on the perceived needs of the enterprise.

An important step in making self-assessments effective is:

According to Robert Cole,_____ is described as a non-linear,discontinuous,experimental,back-and-forth process that is needed in order to develop products and services to compete in the existing turbulent business environment.

Middle management is usually the organizational group that is most supportive of a change to a total quality environment.

Unlike strategic change,process change is often:

The International Organization for Standardization is developing a voluntary social responsibility standard,_____ which is scheduled for release in 2010.

Which of the following is NOT part of the internal audit process?

In the Virgin Group case,one of the key mottos for Virgin's success is "If your staff is enjoying their work,they will perform well.Consequently,customers will enjoy their experience with your company." Do you agree? Discuss this statement with its implications for other industries.

As per the model that describes the Baldrige roadmap to performance excellence,at which stage does the transition from the singular focus on change through projects to systematic evaluation and improvement of leadership approaches occur?

Senior management is not involved in the self-assessment follow-up.

Which is the most important question organizations contemplating change must answer?

Discuss how the corporate culture is displayed and its role on behavior.

In TQ management,quality is the adherence to internal specifications and standards.

Discuss the two major reasons why companies adopt total quality.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 9: Leading, building, and Sustaining Performance Excellence

ISO 9000 can be implemented in an organization that has not fully embraced total quality and still result in significant benefits.

Which of the following is NOT recognized as a barrier to change?

An important implication of the International Quality Study best practices report is that an organization should assess its current practices and performance levels before implementing total quality practices.

A high-technology company stresses individual rewards despite the fact that innovation relies heavily on teamwork.This is an example of:

A company's value system and its collection of guiding principles is known as its:

The single-best way the total quality concept is sold to an organization is by positioning quality as a way to address the priority goals of customers.

Traditional management views people as a commodity,virtually interchangeable,and to be developed based on the perceived needs of the enterprise.

An important step in making self-assessments effective is:

According to Robert Cole,_____ is described as a non-linear,discontinuous,experimental,back-and-forth process that is needed in order to develop products and services to compete in the existing turbulent business environment.

Middle management is usually the organizational group that is most supportive of a change to a total quality environment.

Unlike strategic change,process change is often:

The International Organization for Standardization is developing a voluntary social responsibility standard,_____ which is scheduled for release in 2010.

Which of the following is NOT part of the internal audit process?

In the Virgin Group case,one of the key mottos for Virgin's success is "If your staff is enjoying their work,they will perform well.Consequently,customers will enjoy their experience with your company." Do you agree? Discuss this statement with its implications for other industries.

As per the model that describes the Baldrige roadmap to performance excellence,at which stage does the transition from the singular focus on change through projects to systematic evaluation and improvement of leadership approaches occur?

Senior management is not involved in the self-assessment follow-up.

Which is the most important question organizations contemplating change must answer?

Discuss how the corporate culture is displayed and its role on behavior.

In TQ management,quality is the adherence to internal specifications and standards.

Discuss the two major reasons why companies adopt total quality.

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Process Management

Performance Measurement And Information Management

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters