Question 1

Which of the following is not a difference in the management of quality in services and manufacturing?

Accepted Answer

A)  Customer needs and performance standards are often difficult to identify and measure. 
B)  The production of services typically requires a higher degree of customization than does manufacturing. 
C)  Customers often are involved in the service process and present while it is being performed. 
D)  Services are generally capital intensive, whereas manufacturing is more labor intensive. 
A)  Customer needs and performance standards are often difficult to identify and measure. 
B)  The production of services typically requires a higher degree of customization than does manufacturing. 
C)  Customers often are involved in the service process and present while it is being performed. 
D)  Services are generally capital intensive, whereas manufacturing is more labor intensive. D

Question 2

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Accepted Answer

A) True 
 B)False  True

Question 3

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Accepted Answer

A) True 
 B)False  False

Question 4

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?

Accepted Answer

A)  Essentials 
B)  Dissatisfiers 
C)  Delighters/exciters 
D)  Satisfiers 
A)  Essentials 
B)  Dissatisfiers 
C)  Delighters/exciters 
D)  Satisfiers

Question 5

Which of the following is not one of the basic principles of total quality?

Accepted Answer

A)  Customer and stakeholder focus 
B)  Employee engagement and teamwork 
C)  Management by objectives 
D)  A view of performance excellence as an integrated system 
A)  Customer and stakeholder focus 
B)  Employee engagement and teamwork 
C)  Management by objectives 
D)  A view of performance excellence as an integrated system

Question 6

Over time, _____ become _____ as customers become used to them.

Accepted Answer

A)  delighters/exciters; satisfiers 
B)  dissatisfiers; satisfiers 
C)  satisfiers; delighters/exciters 
D)  dissatisfiers; delighters/exciters 
A)  delighters/exciters; satisfiers 
B)  dissatisfiers; satisfiers 
C)  satisfiers; delighters/exciters 
D)  dissatisfiers; delighters/exciters

Question 7

At the _____ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.

Accepted Answer

A)  work 
B)  process 
C)  strategic 
D)  organizational 
A)  work 
B)  process 
C)  strategic 
D)  organizational

Question 8

Which of the following statements is not true regarding the history of quality in organizations?

Accepted Answer

A)  Before the Industrial Revolution, skilled craftspeople served both as manufacturers and inspectors. 
B)  Statistical approaches to quality control had their origins at General Electric. 
C)  Scientific management led to "quality control" which basically meant the separation of good from the bad product. 
D)  Deming and Juran introduced statistical quality control to Japan as part of General MacArthur's rebuilding program. 
A)  Before the Industrial Revolution, skilled craftspeople served both as manufacturers and inspectors. 
B)  Statistical approaches to quality control had their origins at General Electric. 
C)  Scientific management led to "quality control" which basically meant the separation of good from the bad product. 
D)  Deming and Juran introduced statistical quality control to Japan as part of General MacArthur's rebuilding program.

Question 9

Describe the three levels at which data support organizational functioning.

Accepted Answer

At the work level, data provide real-tim

Question 10

What are the principles of total quality?

Accepted Answer

The principles of TQ involve some very b

Question 11

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

Accepted Answer

A) True 
 B)False

Question 12

_____ refer to those needs that are expected in a product or service.

Accepted Answer

A)  Essentials 
B)  Dissatisfiers 
C)  Delighters/exciters 
D)  Satisfiers 
A)  Essentials 
B)  Dissatisfiers 
C)  Delighters/exciters 
D)  Satisfiers

Question 13

Describe the significance of Big Q and Little Q.

Accepted Answer

Despite quality initiatives on defect re

Question 14

In the cultural model, all of the following are true except:

Accepted Answer

A)  managers take on a more distinctive leadership role. 
B)  employees have greater voice in establishing organizational goals. 
C)  all structural decisions are value-based. 
D)  learning needs are driven by adaptation to environmental forces. 
A)  managers take on a more distinctive leadership role. 
B)  employees have greater voice in establishing organizational goals. 
C)  all structural decisions are value-based. 
D)  learning needs are driven by adaptation to environmental forces.

Question 15

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

Accepted Answer

A) True 
 B)False

Question 16

Quality control in manufacturing is usually based on:

Accepted Answer

A)  Six Sigma standards. 
B)  equipment standards. 
C)  customer expectations. 
D)  conformance to specifications. 
A)  Six Sigma standards. 
B)  equipment standards. 
C)  customer expectations. 
D)  conformance to specifications.

Question 17

The importance of Noriaki Kano's classification is realizing that although _____ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _____.

Accepted Answer

A)  dissatisfiers; satisfiers 
B)  delighters; exciters 
C)  satisfiers; dissatisfiers 
D)  delighters; satisfiers 
A)  dissatisfiers; satisfiers 
B)  delighters; exciters 
C)  satisfiers; dissatisfiers 
D)  delighters; satisfiers

Question 18

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

Accepted Answer

A) True 
 B)False

Question 19

Tolerances are acceptable deviations from targets.

Accepted Answer

A) True 
 B)False

Question 20

Which model does Total Quality share most similarities with?

Accepted Answer

A)  Mechanistic 
B)  Organismic 
C)  Environmental 
D)  Cultural 
A)  Mechanistic 
B)  Organismic 
C)  Environmental 
D)  Cultural

Which of the following is not a difference in the management of quality in services and manufacturing?

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?

Which of the following is not one of the basic principles of total quality?

Over time, _ become _ as customers become used to them.

At the _____ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.

Which of the following statements is not true regarding the history of quality in organizations?

Describe the three levels at which data support organizational functioning.

What are the principles of total quality?

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

_____ refer to those needs that are expected in a product or service.

Describe the significance of Big Q and Little Q.

In the cultural model, all of the following are true except:

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

Quality control in manufacturing is usually based on:

The importance of Noriaki Kano's classification is realizing that although _ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _.

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

Tolerances are acceptable deviations from targets.

Which model does Total Quality share most similarities with?

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Design and Control

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Quality in Customer-Supplier Relationships

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters

Exam 1: Introduction to Quality and Performance Excellence

Which of the following is not a difference in the management of quality in services and manufacturing?

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?

Which of the following is not one of the basic principles of total quality?

Over time, _____ become _____ as customers become used to them.

At the _____ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.

Which of the following statements is not true regarding the history of quality in organizations?

Describe the three levels at which data support organizational functioning.

What are the principles of total quality?

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

_____ refer to those needs that are expected in a product or service.

Describe the significance of Big Q and Little Q.

In the cultural model, all of the following are true except:

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

Quality control in manufacturing is usually based on:

The importance of Noriaki Kano's classification is realizing that although _____ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _____.

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

Tolerances are acceptable deviations from targets.

Which model does Total Quality share most similarities with?

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Design and Control

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Quality in Customer-Supplier Relationships

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters

Over time, _ become _ as customers become used to them.

The importance of Noriaki Kano's classification is realizing that although _ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _.