Question 1

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

Accepted Answer

A)  teamwork 
B)  organizational dialogue 
C)  the equity theory 
D)  autonomy 
E)  competitive advantage 
A)  teamwork 
B)  organizational dialogue 
C)  the equity theory 
D)  autonomy 
E)  competitive advantage A

Question 2

The two types of productivity are:

Accepted Answer

A)  partial productivity and complete productivity 
B)  multifactor productivity and partial productivity 
C)  individual productivity and departmental productivity 
D)  departmental productivity and organizational productivity 
E)  organizational productivity and industry productivity 
A)  partial productivity and complete productivity 
B)  multifactor productivity and partial productivity 
C)  individual productivity and departmental productivity 
D)  departmental productivity and organizational productivity 
E)  organizational productivity and industry productivity B

Question 3

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

Accepted Answer

A)  service recovery 
B)  service enhancement 
C)  customer focus 
D)  customer reengineering 
E)  relationship marketing 
A)  service recovery 
B)  service enhancement 
C)  customer focus 
D)  customer reengineering 
E)  relationship marketing A

Question 4

The three key parts of material requirement planning (MRP) are .

Accepted Answer

A)  aggregate inventory, suppliers' invoices, and bills of laden 
B)  inventory records, trend analyses, and production schedules 
C)  the master production schedule, the bill of materials, and inventory records 
D)  suppliers' invoices, distribution schedules, and inventory records 
E)  inventory turnovers, master production schedules, and storage space 
A)  aggregate inventory, suppliers' invoices, and bills of laden 
B)  inventory records, trend analyses, and production schedules 
C)  the master production schedule, the bill of materials, and inventory records 
D)  suppliers' invoices, distribution schedules, and inventory records 
E)  inventory turnovers, master production schedules, and storage space

Question 5

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

Accepted Answer

A)  leadership 
B)  business results 
C)  customer and market focus 
D)  competitive advantage 
E)  process management 
A)  leadership 
B)  business results 
C)  customer and market focus 
D)  competitive advantage 
E)  process management

Question 6

37. In general, managers should use to directly compare their overall level of productivity to that of their
competitors, and
to analyze the contributions of individual components to that overall productivity.

Accepted Answer

A)  efficiency measures; a productivity analysis 
B)  partial productivity; multifactor productivity 
C)  integrated productivity; segregated productivity 
D)  fragmented productivity; complete productivity 
E)  multifactor productivity; partial productivity 
A)  efficiency measures; a productivity analysis 
B)  partial productivity; multifactor productivity 
C)  integrated productivity; segregated productivity 
D)  fragmented productivity; complete productivity 
E)  multifactor productivity; partial productivity

Question 7

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is a specific component of internal service quality?

Accepted Answer

A)  MBO 
B)  high value service 
C)  delegation 
D)  autonomy 
E)  span of management 
A)  MBO 
B)  high value service 
C)  delegation 
D)  autonomy 
E)  span of management

Question 9

Briefly describe total quality management (TQM).

Accepted Answer

Total quality management (TQM) is an int

Question 10

Economic order quantity is intended for use with independent demand systems.

Accepted Answer

A) True 
 B)False

Question 11

A product's quality is determined by its:

Accepted Answer

A)  reliability, homogeneity, and durability 
B)  reliability, validity, and effectiveness 
C)  serviceability, tangibility, and homogeneity 
D)  durability, reliability, and serviceability 
E)  consistency, tangibility, and durability 
A)  reliability, homogeneity, and durability 
B)  reliability, validity, and effectiveness 
C)  serviceability, tangibility, and homogeneity 
D)  durability, reliability, and serviceability 
E)  consistency, tangibility, and durability

Question 12

Which of the following statements about ISO 9000 is true?

Accepted Answer

A)  ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world. 
B)  The ISO 9000 standards are applicable to the manufacturing of goods and to the delivery of services. 
C)  Studies show that customers prefer to buy from companies with ISO 9000 certification. 
D)  ISO 9000 certification may be suspended or canceled if companies fail an audit following their initial certification. 
E)  All of these statements about ISO 9000 are true. 
A)  ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance in companies throughout the world. 
B)  The ISO 9000 standards are applicable to the manufacturing of goods and to the delivery of services. 
C)  Studies show that customers prefer to buy from companies with ISO 9000 certification. 
D)  ISO 9000 certification may be suspended or canceled if companies fail an audit following their initial certification. 
E)  All of these statements about ISO 9000 are true.

Question 13

The three principles that characterize TQM are continuous improvement, teamwork, and:

Accepted Answer

A)  third party certification 
B)  delegation 
C)  participative management 
D)  customer focus and satisfaction 
E)  distinctive competence 
A)  third party certification 
B)  delegation 
C)  participative management 
D)  customer focus and satisfaction 
E)  distinctive competence

Question 14

is a ticket-based system that indicates when to reorder inventory.

Accepted Answer

A)  An MRP system 
B)  A just-in-time system 
C)  Kanban 
D)  An independent demand system 
E)  A dependent demand system 
A)  An MRP system 
B)  A just-in-time system 
C)  Kanban 
D)  An independent demand system 
E)  A dependent demand system

Question 15

Materials requirement planning (MRP) is .

Accepted Answer

A)  a method for inventory mining 
B)  used with dependent demand systems 
C)  materials requirement planning (MRP) 
D)  used with independent demand systems 
E)  not concerned with finished product inventories 
A)  a method for inventory mining 
B)  used with dependent demand systems 
C)  materials requirement planning (MRP) 
D)  used with independent demand systems 
E)  not concerned with finished product inventories

Question 16

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

Accepted Answer

A)  service recovery 
B)  service enhancement 
C)  customer focus 
D)  customer reengineering 
E)  relationship marketing 
A)  service recovery 
B)  service enhancement 
C)  customer focus 
D)  customer reengineering 
E)  relationship marketing

Question 17

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on .

Accepted Answer

A)  the availability of factors of production 
B)  autocratic management 
C)  a high degree of centralization 
D)  how well employees are treated 
E)  market size 
A)  the availability of factors of production 
B)  autocratic management 
C)  a high degree of centralization 
D)  how well employees are treated 
E)  market size

Question 18

A product's quality is determined by its .

Accepted Answer

A)  reliability, homogeneity, and durability 
B)  reliability, validity, and effectiveness 
C)  serviceability, tangibility, and homogeneity 
D)  durability, reliability, and serviceability 
E)  consistency, tangibility, and durability 
A)  reliability, homogeneity, and durability 
B)  reliability, validity, and effectiveness 
C)  serviceability, tangibility, and homogeneity 
D)  durability, reliability, and serviceability 
E)  consistency, tangibility, and durability

Question 19

Define productivity. Provide an everyday example of a measure of productivity that consumers sometimes use in deciding which car to purchase.

Accepted Answer

Productivity is a measure of performance

Question 20

Downtime and lost efficiency are both examples of:

Accepted Answer

A)  ordering costs 
B)  setup costs 
C)  holding costs 
D)  stockout costs 
E)  depreciation costs 
A)  ordering costs 
B)  setup costs 
C)  holding costs 
D)  stockout costs 
E)  depreciation costs

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

The two types of productivity are:

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

The three key parts of material requirement planning (MRP) are .

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

₃₇_._I_n_general_,_manager_s_shoul_d_use _t_o_directl_y_compar_e_thei_r_overal_l_leve_l_o_f_productivit_y_t_o_tha_t_o_f_their _competitors_,_and _t_o_analyz_e_th_e_contribution_s_o_f_individua_l_component_s_t_o_tha_t_overal_l_{productivity.}

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality.

Which of the following is a specific component of internal service quality?

Briefly describe total quality management (TQM).

Economic order quantity is intended for use with independent demand systems.

A product's quality is determined by its:

Which of the following statements about ISO 9000 is true?

The three principles that characterize TQM are continuous improvement, teamwork, and:

is a ticket-based system that indicates when to reorder inventory.

Materials requirement planning (MRP) is .

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on .

A product's quality is determined by its .

Define productivity. Provide an everyday example of a measure of productivity that consumers sometimes use in deciding which car to purchase.

Downtime and lost efficiency are both examples of:

Management

History of Management

Organizational Environments and Culture

Ethics and Social Responsibility

Planning and Decision Making

Organizational Strategy

Innovation and Change

Global Management

Designing Adaptive Organizations

Managing Teams

Managing Human Resource Systems

Managing Individuals and a Diverse Work Force

Motivation

Leadership

Managing Communication

Control

Managing Information

Filters

Exam 18: Managing Service and Manufacturing Operations

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

The two types of productivity are:

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

The three key parts of material requirement planning (MRP) are .

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

37. In general, managers should use to directly compare their overall level of productivity to that of their competitors, and to analyze the contributions of individual components to that overall productivity.

ISO 9000 is a series of five international standards for achieving consistency in quality management and quality assurance because they ensure that companies carefully document the steps they take to create and improve product quality.

Which of the following is a specific component of internal service quality?

Briefly describe total quality management (TQM).

Economic order quantity is intended for use with independent demand systems.

A product's quality is determined by its:

Which of the following statements about ISO 9000 is true?

The three principles that characterize TQM are continuous improvement, teamwork, and:

is a ticket-based system that indicates when to reorder inventory.

Materials requirement planning (MRP) is .

The term refers to restoring customer satisfaction to strongly dissatisfied customers.

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on .

A product's quality is determined by its .

Define productivity. Provide an everyday example of a measure of productivity that consumers sometimes use in deciding which car to purchase.

Downtime and lost efficiency are both examples of:

Management

History of Management

Organizational Environments and Culture

Ethics and Social Responsibility

Planning and Decision Making

Organizational Strategy

Innovation and Change

Global Management

Designing Adaptive Organizations

Managing Teams

Managing Human Resource Systems

Managing Individuals and a Diverse Work Force

Motivation

Leadership

Managing Communication

Control

Managing Information

Filters

₃₇_._I_n_general_,_manager_s_shoul_d_use _t_o_directl_y_compar_e_thei_r_overal_l_leve_l_o_f_productivit_y_t_o_tha_t_o_f_their _competitors_,_and _t_o_analyz_e_th_e_contribution_s_o_f_individua_l_component_s_t_o_tha_t_overal_l_{productivity.}