Exam 1: Introduction to Quality and Performance Excellence

The _____ is the highest award given to executive branch agencies for management excellence.

_____ introduced statistical quality control to Japanese workers after World War II as part of General MacArthur's rebuilding program.

In the cultural organizational model, managers relinquish control and share power in order to meet the needs of the many individuals.

Agency theory views the management system as one based on social and human values, whereas total quality is based on an economic perspective.

In 1987, Congress established the _____ to raise awareness of quality and recognize national role models, spawning a remarkable interest in quality among American businesses.

With respect to the quality dimensions of manufactured products, _____ refer(s) to a product's primary operating characteristics.

With respect to the quality dimensions of manufactured products, _____ refer(s) to the ability to repair a product quickly and easily.

Illustrate the differences between TQ and agency theory.

Describe the three levels at which data and information support analysis is disseminated and aligned within an organization.

_____ refer(s) to a product's primary operating characteristics.

With respect to the quality dimensions of manufactured products, _____ deals with how a product looks, feels, sounds, tastes, or smells.

_____ is an important dimension associated with service quality.

Agency theory makes the assumption that individuals in agency relationships are _____ and will always take actions to enhance their self-interests.

Which of the following is true of the service sector as opposed to manufacturing firms?

Customer engagement refers to:

A firm that is characterized by flexibility and short cycle times is considered to be agile.

As part of the evolving understanding of quality management, many began to use the term _____ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality .

Which of the following TQ principles was the TQ quality initially based on?

According to McGregor's _____ , workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work.

What is performance excellence?