Exam 16: Organizational Control and Quality Improvement

Company's committed to quality goods and services would do well to strive for the Malcolm Baldridge National Quality Award as one of the benefits is free media attention.

Which of these describes quality improvement according to W. Edwards Deming?

What type of control is a restaurant owner using when she anticipates and prepares for a potential power outage during a hurricane by installing a generator?

____, objectives, and an evaluation-reward system are the three basic components of all organizational control systems.

An example of feedforward control is when a farmer decides to harvest his corn crops ahead of schedule to prevent a total loss of product when the Hurricane arrives (which is forecast to pass directly over the farm in a couple of days).

Deming's quality management philosophy is a direct outgrowth of Taylor's scientific management.

Because it requires lots of "emotional labor," customer service has been called

Deming believed quality improvement drives the entire economy, in short, everyone wins when quality improves.

One of the three basic components common to all organizational control systems is an evaluation-reward system.

The hallmarks of an effective crisis management team are quick response and effective communication.

A histogram would be appropriate for plotting the correlation between two variables.

Dow Chemical Canada is an excellent example of a company who put a crisis management team in place and was ultimately recognized for their quick response during an accident.

Which of these describes the performance pyramid for strategic control?

During the control function, executives such as Michael Dell are likely to use ________ as yardsticks for measuring performance.

Shawn is the manager of parts procurement at a vacuum cleaner assembly plant. His boss recently approached Shawn and commended him for falling under budget, but also mentioned that parts are sometimes low in quality. Which of Deming's 14 points should Shawn's manager recommend?

Which of these involves identifying, studying, and building upon the best practices of organizational role models?

When a school district decides to replace their entire fleet of buses with fuel efficient hybrid vehicles in an effort to save money ______ product quality is involved.

Sally is head pastry chef at Metrotopia, an elite restaurant. She is trying to convey to her trainees that baking is an exact art, and if you mess up, you have to throw it out and start over. Which TQM principle is she focusing on?

Because they are intangible, services cannot be measured.

____ control involves monitoring and adjusting ongoing activities and processes.