Question 1

Supervisors must care about quality because poor quality

Accepted Answer

A)  limits the organization's access to resources. 
B)  leads to reduced organizational costs. 
C)  prevents inspection and rework. 
D)  saves much-needed raw materials. 
A)  limits the organization's access to resources. 
B)  leads to reduced organizational costs. 
C)  prevents inspection and rework. 
D)  saves much-needed raw materials.

Question 2

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

Accepted Answer

A)  They should select the problems to focus on the first step. 
B)  They should identify quality problems related to the employees' areas of responsibility. 
C)  They should analyze the problem to identify the causes of poor quality. 
D)  They should identify possible solutions and select one to recommend to management. 
A)  They should select the problems to focus on the first step. 
B)  They should identify quality problems related to the employees' areas of responsibility. 
C)  They should analyze the problem to identify the causes of poor quality. 
D)  They should identify possible solutions and select one to recommend to management.

Question 3

Which of the following is true in the context of regulating departmental work flow?

Accepted Answer

A)  If the work flow must remain even, a supervisor must hire temporary employees during peak periods. 
B)  When a definite plan is charted out, it hampers the flexibility of the employees and makes it difficult to regulate departmental work flow. 
C)  A supervisor should ideally avoid working closely with his or her manager and peers in order to effectively regulate departmental work flow. 
D)  The formation of teams of employees to examine and solve work-flow problems helps in effectively regulating departmental work flow. 
A)  If the work flow must remain even, a supervisor must hire temporary employees during peak periods. 
B)  When a definite plan is charted out, it hampers the flexibility of the employees and makes it difficult to regulate departmental work flow. 
C)  A supervisor should ideally avoid working closely with his or her manager and peers in order to effectively regulate departmental work flow. 
D)  The formation of teams of employees to examine and solve work-flow problems helps in effectively regulating departmental work flow.

Question 4

Uneven work flow can be costly primarily because

Accepted Answer

A)  it increases overhead costs due to an unexpected surge in work. 
B)  employees will need to be paid overtime when there is a surge in demand for work. 
C)  wastage of resources occurs when work levels are high. 
D)  when work levels are low, employees engage in detour behavior. 
A)  it increases overhead costs due to an unexpected surge in work. 
B)  employees will need to be paid overtime when there is a surge in demand for work. 
C)  wastage of resources occurs when work levels are high. 
D)  when work levels are low, employees engage in detour behavior.

Question 5

List three constraints on productivity. Elaborate one of the limitations and discuss how it can be overcome.

Accepted Answer

Students' answers may vary.
Some of the

Question 6

What is quality control? Which two areas do supervisors focus on when they look for high-quality performance to reinforce or improvements to make? Describe each.

Accepted Answer

Quality control refers to an organizatio

Question 7

In the context of dimensions of quality, ________ primarily refers to the length of a product's life.

Accepted Answer

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

Question 8

Employee involvement teams are most successful when membership is ________.

Accepted Answer

A)  given to all workers whose productivity levels are high 
B)  made voluntary 
C)  given to workers who qualify for the program 
D)  made mandatory 
A)  given to all workers whose productivity levels are high 
B)  made voluntary 
C)  given to workers who qualify for the program 
D)  made mandatory

Question 9

Which of the following would be the best way for a supervisor to ensure superior quality of goods and boost productivity?

Accepted Answer

A)  Seeking help exclusively from the top management 
B)  Utilizing conceptual skills to devise new plans 
C)  Training employees in human relations skills 
D)  Including employees in the decision-making process 
A)  Seeking help exclusively from the top management 
B)  Utilizing conceptual skills to devise new plans 
C)  Training employees in human relations skills 
D)  Including employees in the decision-making process

Question 10

Process control is the type of quality control that focuses on ways to

Accepted Answer

A)  do things in a way that leads to better quality. 
B)  increase the turnover rates in a company. 
C)  decrease the serviceability of an end product. 
D)  use sampling techniques to find defects in products. 
A)  do things in a way that leads to better quality. 
B)  increase the turnover rates in a company. 
C)  decrease the serviceability of an end product. 
D)  use sampling techniques to find defects in products.

Question 11

When a supervisor gives information about productivity improvement, employees should

Accepted Answer

A)  have an opportunity to ask questions. 
B)  be discouraged from expressing their views. 
C)  interrupt at every step to show their involvement in the process. 
D)  simply follow the instructions without questioning the supervisor as this would help save time. 
A)  have an opportunity to ask questions. 
B)  be discouraged from expressing their views. 
C)  interrupt at every step to show their involvement in the process. 
D)  simply follow the instructions without questioning the supervisor as this would help save time.

Question 12

The zero-defects approach is best defined as the quality control technique

Accepted Answer

A)  designed to improve the product or service output to be 99.97 percent perfect. 
B)  in which an organization works toward making its goods and services free of problems. 
C)  in which the employees look for defects in parts, finished goods, or other outcomes selected through a sampling technique. 
D)  in which the top performer of a process is identified and imitated. 
A)  designed to improve the product or service output to be 99.97 percent perfect. 
B)  in which an organization works toward making its goods and services free of problems. 
C)  in which the employees look for defects in parts, finished goods, or other outcomes selected through a sampling technique. 
D)  in which the top performer of a process is identified and imitated.

Question 13

Reviewing and revamping the way things are done is the basic principle of ________.

Accepted Answer

A)  red ocean strategy 
B)  brown field venturing 
C)  reengineering 
D)  patenting 
A)  red ocean strategy 
B)  brown field venturing 
C)  reengineering 
D)  patenting

Question 14

Jim and Sam work as pizza delivery persons for a restaurant. Jim delivers twice as many pizzas as Sam does. In order for both of them to have the same productivity measure, if Jim earns $16/hour, Sam should earn ________.

Accepted Answer

A)  $2/hour 
B)  $6/hour 
C)  $16/hour 
D)  $8/hour 
A)  $2/hour 
B)  $6/hour 
C)  $16/hour 
D)  $8/hour

Question 15

Supervisors can increase their own and their team's productivity primarily by

Accepted Answer

A)  understanding the goals of quality programs and their own role in achieving those goals. 
B)  implementing strict rules and dictating departmental goals that need to be achieved. 
C)  focusing on the average rate of return and the payback period of investments made on new equipment. 
D)  utilizing conceptual and planning skills to develop new control strategies. 
A)  understanding the goals of quality programs and their own role in achieving those goals. 
B)  implementing strict rules and dictating departmental goals that need to be achieved. 
C)  focusing on the average rate of return and the payback period of investments made on new equipment. 
D)  utilizing conceptual and planning skills to develop new control strategies.

Question 16

When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers senior citizens, it is most likely focusing on

Accepted Answer

A)  concurrent control. 
B)  process control. 
C)  method control. 
D)  product quality control. 
A)  concurrent control. 
B)  process control. 
C)  method control. 
D)  product quality control.

Question 17

In the context of dimensions of quality, ________ refers to the speed and ease of repairing a product.

Accepted Answer

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

Question 18

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Accepted Answer

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

Question 19

Statistical process control (SPC) is a quality-control technique that primarily involves using statistics ________.

Accepted Answer

A)  to monitor production quality during the production process 
B)  to improve the production quality of products 
C)  to look for defects in the random sampling process 
D)  to find out ways to limit defects to 30,400 per million operations 
A)  to monitor production quality during the production process 
B)  to improve the production quality of products 
C)  to look for defects in the random sampling process 
D)  to find out ways to limit defects to 30,400 per million operations

Question 20

________ is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices.

Accepted Answer

A)  Offshoring 
B)  Free riding 
C)  Outsourcing 
D)  Benchmarking 
A)  Offshoring 
B)  Free riding 
C)  Outsourcing 
D)  Benchmarking

Supervisors must care about quality because poor quality

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

Which of the following is true in the context of regulating departmental work flow?

Uneven work flow can be costly primarily because

List three constraints on productivity. Elaborate one of the limitations and discuss how it can be overcome.

What is quality control? Which two areas do supervisors focus on when they look for high-quality performance to reinforce or improvements to make? Describe each.

In the context of dimensions of quality, ________ primarily refers to the length of a product's life.

Employee involvement teams are most successful when membership is ________.

Which of the following would be the best way for a supervisor to ensure superior quality of goods and boost productivity?

Process control is the type of quality control that focuses on ways to

When a supervisor gives information about productivity improvement, employees should

The zero-defects approach is best defined as the quality control technique

Reviewing and revamping the way things are done is the basic principle of ________.

Jim and Sam work as pizza delivery persons for a restaurant. Jim delivers twice as many pizzas as Sam does. In order for both of them to have the same productivity measure, if Jim earns $16/hour, Sam should earn ________.

Supervisors can increase their own and their team's productivity primarily by

When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers senior citizens, it is most likely focusing on

In the context of dimensions of quality, ________ refers to the speed and ease of repairing a product.

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Statistical process control (SPC) is a quality-control technique that primarily involves using statistics ________.

________ is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices.

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

Supervisors must care about quality because poor quality

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

Which of the following is true in the context of regulating departmental work flow?

Uneven work flow can be costly primarily because

List three constraints on productivity. Elaborate one of the limitations and discuss how it can be overcome.

What is quality control? Which two areas do supervisors focus on when they look for high-quality performance to reinforce or improvements to make? Describe each.

In the context of dimensions of quality, ________ primarily refers to the length of a product's life.

Employee involvement teams are most successful when membership is ________.

Which of the following would be the best way for a supervisor to ensure superior quality of goods and boost productivity?

Process control is the type of quality control that focuses on ways to

When a supervisor gives information about productivity improvement, employees should

The zero-defects approach is best defined as the quality control technique

Reviewing and revamping the way things are done is the basic principle of ________.

Jim and Sam work as pizza delivery persons for a restaurant. Jim delivers twice as many pizzas as Sam does. In order for both of them to have the same productivity measure, if Jim earns $16/hour, Sam should earn ________.

Supervisors can increase their own and their team's productivity primarily by

When a city's park district considers ways to upgrade its playground equipment or improve the programs it offers senior citizens, it is most likely focusing on

In the context of dimensions of quality, ________ refers to the speed and ease of repairing a product.

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Statistical process control (SPC) is a quality-control technique that primarily involves using statistics ________.

________ is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices.

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