Question 1

In the context of setting quality standards, a supervisor should ensure that the standards are

Accepted Answer

A)  primarily communicated through the grapevine. 
B)  immeasurable and nonspecific. 
C)  reflective of what is important to himself or herself. 
D)  challenging but achievable. 
A)  primarily communicated through the grapevine. 
B)  immeasurable and nonspecific. 
C)  reflective of what is important to himself or herself. 
D)  challenging but achievable.

Question 2

A new coffee roasting machine bought by a cafe costs $10 ,000. If it saves the cafe $1,000 a year, its average rate of return is ________.

Accepted Answer

A)  10 percent 
B)  100 percent 
C)  50 percent 
D)  0 percent 
A)  10 percent 
B)  100 percent 
C)  50 percent 
D)  0 percent

Question 3

Statistical quality control primarily involves

Accepted Answer

A)  maintaining a customer feedback log and making the necessary improvements in products whenever required. 
B)  checking every product for possible defects so as to reduce high costs related to poor quality. 
C)  looking for defects in parts, finished goods, or other outcomes selected through a sampling technique. 
D)  monitoring production quality on an ongoing basis and making corrections whenever the results show that the process is out of control. 
A)  maintaining a customer feedback log and making the necessary improvements in products whenever required. 
B)  checking every product for possible defects so as to reduce high costs related to poor quality. 
C)  looking for defects in parts, finished goods, or other outcomes selected through a sampling technique. 
D)  monitoring production quality on an ongoing basis and making corrections whenever the results show that the process is out of control.

Question 4

In the context of purchasing new equipment to improve productivity, the ________ department usually has an opinion on what payback period is acceptable for the organization.

Accepted Answer

A)  marketing 
B)  production 
C)  hiring 
D)  finance 
A)  marketing 
B)  production 
C)  hiring 
D)  finance

Question 5

In the context of dimensions of quality, ________ refers to the way a product looks, feels, tastes, and smells.

Accepted Answer

A)  reliability 
B)  features 
C)  aesthetics 
D)  conformance 
A)  reliability 
B)  features 
C)  aesthetics 
D)  conformance

Question 6

Increasing output without increasing costs is most likely to make employees

Accepted Answer

A)  reduce the time they spend in detour behavior. 
B)  unhappy as it may mean that the new goals are unreasonable. 
C)  reject the principles of job enlargement and job enrichment. 
D)  add additional quality improvement measures. 
A)  reduce the time they spend in detour behavior. 
B)  unhappy as it may mean that the new goals are unreasonable. 
C)  reject the principles of job enlargement and job enrichment. 
D)  add additional quality improvement measures.

Question 7

When work levels are low, the result is ________.

Accepted Answer

A)  idle time 
B)  detour behavior 
C)  increased productivity 
D)  low turnover 
A)  idle time 
B)  detour behavior 
C)  increased productivity 
D)  low turnover

Question 8

Which of the following is an example of an overhead in a company?

Accepted Answer

A)  Cost of maintaining a vending machine in the break room 
B)  Cost of instruments needed for production 
C)  Basic salary paid to every employee 
D)  Bonus amounts paid to the higher-level management 
A)  Cost of maintaining a vending machine in the break room 
B)  Cost of instruments needed for production 
C)  Basic salary paid to every employee 
D)  Bonus amounts paid to the higher-level management

Question 9

In the context of quality improvement methods, ________ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

Accepted Answer

A)  lean process improvement 
B)  Six Sigma 
C)  zero-defects approach 
D)  total quality management 
A)  lean process improvement 
B)  Six Sigma 
C)  zero-defects approach 
D)  total quality management

Question 10

When managers start talking about improving productivity, employees usually react ________.

Accepted Answer

A)  in a positive way 
B)  with fear 
C)  with a desire to learn new productivity techniques 
D)  by delivering increased output 
A)  in a positive way 
B)  with fear 
C)  with a desire to learn new productivity techniques 
D)  by delivering increased output

Question 11

The basic way to measure productivity is to ________.

Accepted Answer

A)  divide outputs by inputs 
B)  add outputs and inputs 
C)  multiply inputs and outputs 
D)  subtract inputs from outputs 
A)  divide outputs by inputs 
B)  add outputs and inputs 
C)  multiply inputs and outputs 
D)  subtract inputs from outputs

Question 12

Productivity is most likely to improve when

Accepted Answer

A)  the process quality is improved upon so that employees work more efficiently. 
B)  an organization's managers decide to put its defective products up for sale. 
C)  the output of a department or an organization increases along with the increase in cost. 
D)  an organization adheres strictly to the EEOC guidelines. 
A)  the process quality is improved upon so that employees work more efficiently. 
B)  an organization's managers decide to put its defective products up for sale. 
C)  the output of a department or an organization increases along with the increase in cost. 
D)  an organization adheres strictly to the EEOC guidelines.

Question 13

A ________ can be best defined as the quality-control technique based on the view that everyone in an organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

Accepted Answer

A)  lean process improvement 
B)  statistical process control 
C)  zero-defects approach 
D)  just-in-time approach 
A)  lean process improvement 
B)  statistical process control 
C)  zero-defects approach 
D)  just-in-time approach

Question 14

When the productivity of organizations in a country improves, people

Accepted Answer

A)  are forced to buy goods and services at higher prices. 
B)  get goods and services at lower prices. 
C)  end up paying for services that are taxed at higher rates. 
D)  get lower wages from their employers. 
A)  are forced to buy goods and services at higher prices. 
B)  get goods and services at lower prices. 
C)  end up paying for services that are taxed at higher rates. 
D)  get lower wages from their employers.

Question 15

In the context of the productivity equation, to increase productivity, a supervisor needs to

Accepted Answer

A)  increase outputs and reduce inputs. 
B)  decrease outputs and increase inputs. 
C)  increase inputs significantly to lower the pace of outputs. 
D)  decrease outputs significantly to increase the pace of inputs. 
A)  increase outputs and reduce inputs. 
B)  decrease outputs and increase inputs. 
C)  increase inputs significantly to lower the pace of outputs. 
D)  decrease outputs significantly to increase the pace of inputs.

Question 16

An objective of total quality management (TQM) is to

Accepted Answer

A)  meet or exceed customer expectations. 
B)  maximize profits for a company and its employees. 
C)  form a sustainable organization. 
D)  protect employees from any form of discrimination. 
A)  meet or exceed customer expectations. 
B)  maximize profits for a company and its employees. 
C)  form a sustainable organization. 
D)  protect employees from any form of discrimination.

Question 17

Food Stop, a fast food restaurant, offers home delivery service. The manager of Food Stop decides to upgrade its existing fleet of delivery vehicles to improve the speed of delivery. The estimated cost of the upgrade is set at $100 ,000. If the finance department of Food Stop agrees to a payback period of five years, the upgraded delivery vehicles need to save the restaurant ________ a year for five years.

Accepted Answer

A)  $200,000 
B)  $100,000 
C)  $20,000 
D)  $40,000 
A)  $200,000 
B)  $100,000 
C)  $20,000 
D)  $40,000

Question 18

High turnover is most likely to

Accepted Answer

A)  save the company from unnecessary expenses. 
B)  motivate employees to increase productivity. 
C)  prove expensive for the company. 
D)  attract qualified employees. 
A)  save the company from unnecessary expenses. 
B)  motivate employees to increase productivity. 
C)  prove expensive for the company. 
D)  attract qualified employees.

Question 19

If the average rate of return of an equipment that costs $5,000 is 25 percent, its savings per year is ________.

Accepted Answer

A)  $250 
B)  $1,250 
C)  $500 
D)  $5,000 
A)  $250 
B)  $1,250 
C)  $500 
D)  $5,000

Question 20

In the context of dimensions of quality, ________ refers to a product's primary operating characteristic, such as the picture clarity of a television set.

Accepted Answer

A)  aesthetics 
B)  conformance 
C)  performance 
D)  reliability 
A)  aesthetics 
B)  conformance 
C)  performance 
D)  reliability

In the context of setting quality standards, a supervisor should ensure that the standards are

A new coffee roasting machine bought by a cafe costs $10 ,000. If it saves the cafe $1,000 a year, its average rate of return is ________.

Statistical quality control primarily involves

In the context of purchasing new equipment to improve productivity, the ________ department usually has an opinion on what payback period is acceptable for the organization.

In the context of dimensions of quality, ________ refers to the way a product looks, feels, tastes, and smells.

Increasing output without increasing costs is most likely to make employees

When work levels are low, the result is ________.

Which of the following is an example of an overhead in a company?

In the context of quality improvement methods, ________ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

When managers start talking about improving productivity, employees usually react ________.

The basic way to measure productivity is to ________.

Productivity is most likely to improve when

A ________ can be best defined as the quality-control technique based on the view that everyone in an organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

When the productivity of organizations in a country improves, people

In the context of the productivity equation, to increase productivity, a supervisor needs to

An objective of total quality management (TQM) is to

High turnover is most likely to

If the average rate of return of an equipment that costs $5,000 is 25 percent, its savings per year is ________.

In the context of dimensions of quality, ________ refers to a product's primary operating characteristic, such as the picture clarity of a television set.

Supervision Tradition and Contemporary Trends

The Supervisor As Leader

Groups, Teams, and Powerful Meetings

Corporate Social Responsibility, Ethics, and Sustainability

Managing Diversity

Reaching Goals Plans and Controls

Organizing and Authority

Problem Solving, Decision Making, and Creativity

Communication Theory and Modern Media

Motivating Employees

Problem Employees Counseling and Discipline

Managing Time and Stress

Managing Conflict, Change, and Politics

Selecting Employees

Providing Orientation and Training

Appraising Performance

Filters

Exam 9: Ensuring High Quality and Productivity

In the context of setting quality standards, a supervisor should ensure that the standards are

A new coffee roasting machine bought by a cafe costs $10 ,000. If it saves the cafe $1,000 a year, its average rate of return is ________.

Statistical quality control primarily involves

In the context of purchasing new equipment to improve productivity, the ________ department usually has an opinion on what payback period is acceptable for the organization.

In the context of dimensions of quality, ________ refers to the way a product looks, feels, tastes, and smells.

Increasing output without increasing costs is most likely to make employees

When work levels are low, the result is ________.

Which of the following is an example of an overhead in a company?

In the context of quality improvement methods, ________ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

When managers start talking about improving productivity, employees usually react ________.

The basic way to measure productivity is to ________.

Productivity is most likely to improve when

A ________ can be best defined as the quality-control technique based on the view that everyone in an organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

When the productivity of organizations in a country improves, people

In the context of the productivity equation, to increase productivity, a supervisor needs to

An objective of total quality management (TQM) is to

High turnover is most likely to

If the average rate of return of an equipment that costs $5,000 is 25 percent, its savings per year is ________.

In the context of dimensions of quality, ________ refers to a product's primary operating characteristic, such as the picture clarity of a television set.

Supervision Tradition and Contemporary Trends

The Supervisor As Leader

Groups, Teams, and Powerful Meetings

Corporate Social Responsibility, Ethics, and Sustainability

Managing Diversity

Reaching Goals Plans and Controls

Organizing and Authority

Problem Solving, Decision Making, and Creativity

Communication Theory and Modern Media

Motivating Employees

Problem Employees Counseling and Discipline

Managing Time and Stress

Managing Conflict, Change, and Politics

Selecting Employees

Providing Orientation and Training

Appraising Performance

Filters