Exam 16: Organizational Control and Quality Improvement

Organic Preserves Jared Banks runs a production operation for Organic Preserves. His company has one of the strongest reputations in Canada. Jared's business partner wants to introduce TQM philosophy and tools in their business. Before going gung-ho, Jared wants to learn about TQM and TQM tools. Based on your studies, what would you tell him? -Refer to Organic Preserves. Jared should know that at the core of the definition of TQM is

You observe the department manager at a local grocery store inspecting an incoming shipment of produce to make sure nothing is rotten. What type of control is taking place here: feedforward, concurrent, or feedback? How do you know?

The transformation to Deming management is not just the manager's job, but everyone's job.

____ control is what Robyn uses when she performs regular maintenance on her mountain bike to make sure it stays in good working condition.

Companies such as Dominoes pizza are using _____________ as part of their crisis management and disaster recovery program.

According to Deming, scientific management led to rigid and autocratic organizations that are unresponsive to customers and employees alike.

The vast majority of the U.S. labor force works in the manufacturing sector.

Sources of organizational crisis only come from external threats.

TQM has no connection with the organization's culture (an internal factor) because it is customer-driven (an external force).

The four elements in a crisis management program are anticipate, plan, staff, and practice.

The 80/20 principle is the basis for statistical process control charts.

"Assurance" was identified by Texas A&M researchers as one of the five service quality dimensions.

What are the four principles of total quality management?

All of these are symptoms of an inadequate control system except

By definition, empowerment calls for training and fair rewards for results.

____ is the active anticipation of problems and their timely prevention rather than after-the-fact reaction.

The three types of organizational control are feedforward, concurrent, and feedback control.

____ is a low-probability, high-impact event that can seriously harm the company.

What are the four steps in Deming's PDCA cycle?

Platinum Tools, Inc Laticia is purchasing manager at Platinum Tools, Inc, and her morning at work was quite hectic, as usual. First, Laticia called the supplier to check if the parts needed for manufacturing the tools will be shipped on time or not. Then she helped two employees having problems with entering purchase orders on their computers. From there she had to dash to a performance evaluation meeting where she evaluated her assistant's work for the last six months. Next, she was supposed to attend a strategic management meeting. Laticia is so busy she fears a major crisis would send her over the edge. -Refer to Platinum Tools, Inc.. When Laticia helped her two employees with purchase order problems, it amounted to _________ control.