Question 1

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

Accepted Answer

The Postal Service has improved its performance on several measures assessing a safe and secure environment.USPS has been recognized as one of the best places for minorities to work.The Postal Service's implementation of the REDRESS (Resolve Employment Disputes Reach Equitable Solutions Swiftly)program has received national recognition.The USPS Occupational Safety and Health Administration OSHA Illness and Injury rate improved
to 6.3 in 2004 from 8.7 in 2000.The results of the annual employee satisfaction survey,expressed as an index for six key questions (where a larger index indicates improvement),have advanced from 57.5 in 2000 to 62.1 in 2004.

Question 2

Which of the following perspectives of the balanced scorecard include service levels,satisfaction ratings,and repeat business?

Accepted Answer

A) Internal 
B) Financial 
C) Customer 
D) Innovation 
A) Internal 
B) Financial 
C) Customer 
D) Innovation C

Question 3

Confidentiality and security are critical in managing data,particularly with the increasing use of electronic data transfer.

Accepted Answer

A) True 
 B)False  True

Question 4

To achieve a high level of performance excellence,an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the:

Accepted Answer

A) quality trilogy. 
B) balanced scorecard. 
C) quincunx. 
D) Taguchi loss function. 
A) quality trilogy. 
B) balanced scorecard. 
C) quincunx. 
D) Taguchi loss function.

Question 5

Which of the following organizations is one of the most prominent vendors of ERP software?

Accepted Answer

A) STMicroelectronics 
B) Convergys 
C) Oracle 
D) Analog devices 
A) STMicroelectronics 
B) Convergys 
C) Oracle 
D) Analog devices

Question 6

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

Accepted Answer

A) True 
 B)False

Question 7

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

Accepted Answer

A) True 
 B)False

Question 8

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

Accepted Answer

A) Lucid 
B) Tacit 
C) Definitive 
D) Explicit 
A) Lucid 
B) Tacit 
C) Definitive 
D) Explicit

Question 9

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Accepted Answer

A) Financial and internal 
B) Internal 
C) Innovation and learning 
D) Customer 
A) Financial and internal 
B) Internal 
C) Innovation and learning 
D) Customer

Question 10

Data accessibility empowers employees and encourages their participation in quality improvement efforts.

Accepted Answer

A) True 
 B)False

Question 11

What is knowledge sharing at ConocoPhillips based on?

Accepted Answer

Knowledge sharing at ConocoPhillips is

Question 12

?
What were the main motivations behind ConocoPhillips' introduction of knowledge sharing in 2004?

Accepted Answer

The main motivations behind ConocoPhilli

Question 13

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

Accepted Answer

Organizations need to know what is happe

Question 14

What served as the beginning of the balanced scorecard approach in the postal service?

Accepted Answer

One of the critical features that emerge

Question 15

Discuss the 140 networks of excellence.

Accepted Answer

Each network has a Web-based portal that

Question 16

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

Accepted Answer

A) SysDiner 
B) Knowledge Network 
C) Quincunx 
D) eTracker 
A) SysDiner 
B) Knowledge Network 
C) Quincunx 
D) eTracker

Question 17

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

Accepted Answer

A) True 
 B)False

Question 18

Measurement reliability in manufacturing demands careful attention to metrology,the science of measurement.

Accepted Answer

A) True 
 B)False

Question 19

A good balanced scorecard contains only leading measures and indicators.

Accepted Answer

A) True 
 B)False

Question 20

The American Productivity and Quality Center (APQC)noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

Accepted Answer

A) True 
 B)False

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

Which of the following perspectives of the balanced scorecard include service levels,satisfaction ratings,and repeat business?

Confidentiality and security are critical in managing data,particularly with the increasing use of electronic data transfer.

To achieve a high level of performance excellence,an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the:

Which of the following organizations is one of the most prominent vendors of ERP software?

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Data accessibility empowers employees and encourages their participation in quality improvement efforts.

What is knowledge sharing at ConocoPhillips based on?

? What were the main motivations behind ConocoPhillips' introduction of knowledge sharing in 2004?

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

What served as the beginning of the balanced scorecard approach in the postal service?

Discuss the 140 networks of excellence.

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

Measurement reliability in manufacturing demands careful attention to metrology,the science of measurement.

A good balanced scorecard contains only leading measures and indicators.

The American Productivity and Quality Center (APQC)noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 12: Measurement and Knowledge Management for Performance Excellence

Discuss the results of the rigorous performance review process developed by the Postal Service for achieving the targets set.

Which of the following perspectives of the balanced scorecard include service levels,satisfaction ratings,and repeat business?

Confidentiality and security are critical in managing data,particularly with the increasing use of electronic data transfer.

To achieve a high level of performance excellence,an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the:

Which of the following organizations is one of the most prominent vendors of ERP software?

A useful approach to ensuring data reliability is for internal cross-functional teams or external auditors to conduct periodic audits of the processes used to collect the data.

The transfer of knowledge within organizations and the identification and sharing of best practices often set high-performing organizations apart from the rest.

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Data accessibility empowers employees and encourages their participation in quality improvement efforts.

What is knowledge sharing at ConocoPhillips based on?

? What were the main motivations behind ConocoPhillips' introduction of knowledge sharing in 2004?

Describe significance of the leading and lagging measures in the context of a balanced scorecard.

What served as the beginning of the balanced scorecard approach in the postal service?

Discuss the 140 networks of excellence.

Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.

Compared to money,labor,and capital equipment,knowledge is always the easiest to manage.

Measurement reliability in manufacturing demands careful attention to metrology,the science of measurement.

A good balanced scorecard contains only leading measures and indicators.

The American Productivity and Quality Center (APQC)noted that executives have long felt frustrated by their inability to identify or transfer outstanding practices from one location or function to another.

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters