Question 1

Productivity of a department mostly increases when:

Accepted Answer

A)  overhead expenses of the department decrease. 
B)  the department avoids the use of budgets. 
C)  poor quality products are manufactured at low cost. 
D)  employees improve their human relations skills. 
A)  overhead expenses of the department decrease. 
B)  the department avoids the use of budgets. 
C)  poor quality products are manufactured at low cost. 
D)  employees improve their human relations skills.

Question 2

Which of the following would be the best way for a supervisor toensure superior quality of goods and boost productivity?

Accepted Answer

A)  Seeking help exclusively from the top management 
B)  Utilizing conceptual skills to devise new plans 
C)  Training employees in human relations skills 
D)  Including employees in the decision-making process 
A)  Seeking help exclusively from the top management 
B)  Utilizing conceptual skills to devise new plans 
C)  Training employees in human relations skills 
D)  Including employees in the decision-making process

Question 3

When work levels are low,the result is _____.

Accepted Answer

A)  idle time 
B)  detour behavior 
C)  increased productivity 
D)  low turnover 
A)  idle time 
B)  detour behavior 
C)  increased productivity 
D)  low turnover

Question 4

Barbara visits a car showroom.She test drives the car she likes and thinks that the car looks amazing.She likes the smell of the car and the color of its interiors.In the context of dimensions of quality,Barbara likes the _____ of the car.

Accepted Answer

A)  reliability 
B)  features 
C)  aesthetics 
D)  conformance 
A)  reliability 
B)  features 
C)  aesthetics 
D)  conformance

Question 5

Ronald,a production manager at FindSolutions Inc.,finds that his organization's process efficiency has reduced over the past three years.He asks one the supervisors to set up two groups of 10 workers each.He assigns these groups the responsibility to assess the company's processes,make decisions,and evaluate factors that reduce efficiency.In the context of quality improvement methods,Ronald is engaging _____.

Accepted Answer

A)  employee involvement teams 
B)  statistical process control 
C)  the zero-defects approach 
D)  lean process improvement 
A)  employee involvement teams 
B)  statistical process control 
C)  the zero-defects approach 
D)  lean process improvement

Question 6

Employees are fearful of productivity improvements due to possible layoffs.

Accepted Answer

A) True 
 B)False

Question 7

Betty,the CEO of Raxen Inc.,thinks her organization must work as a unit toward enhancing the company's processes.She believes this will help her organization to improve customer satisfaction.In the context of quality improvement methods,Betty is most inclined toward _____.

Accepted Answer

A)  employee involvement teams 
B)  statistical process control 
C)  total quality management 
D)  lean process improvement 
A)  employee involvement teams 
B)  statistical process control 
C)  total quality management 
D)  lean process improvement

Question 8

In the context of dimensions of quality,_____ refers to a product's primary operating characteristic,such as the picture clarity of a television set.

Accepted Answer

A)  aesthetics 
B)  conformance 
C)  performance 
D)  features 
A)  aesthetics 
B)  conformance 
C)  performance 
D)  features

Question 9

Operative employees will contribute to improve productivity only if they believe:

Accepted Answer

A)  they will get technical help from their supervisors. 
B)  they can ignore government regulations in order to accommodate union rules. 
C)  they can change their allotted tasks according to their skills. 
D)  the management is truly committed to this objective. 
A)  they will get technical help from their supervisors. 
B)  they can ignore government regulations in order to accommodate union rules. 
C)  they can change their allotted tasks according to their skills. 
D)  the management is truly committed to this objective.

Question 10

Which of the following is true of total quality management (TQM)strategies?

Accepted Answer

A)  They require the participation of higher-level management only. 
B)  They are exclusively handled by employees at the lower level. 
C)  They are usually outsourced. 
D)  They require the involvement of employees at all levels. 
A)  They require the participation of higher-level management only. 
B)  They are exclusively handled by employees at the lower level. 
C)  They are usually outsourced. 
D)  They require the involvement of employees at all levels.

Question 11

Employees often have excellent ideas for doing work better because they:

Accepted Answer

A)  are good at conceptual skills. 
B)  are often inclined towards change. 
C)  can change tasks according to their skills. 
D)  see the problems of their jobs. 
A)  are good at conceptual skills. 
B)  are often inclined towards change. 
C)  can change tasks according to their skills. 
D)  see the problems of their jobs.

Question 12

The rate at which employees leave an organization is termed as _____.

Accepted Answer

A)  conformance 
B)  payback period 
C)  average rate of return 
D)  turnover 
A)  conformance 
B)  payback period 
C)  average rate of return 
D)  turnover

Question 13

Employee involvement teams are most successful when:

Accepted Answer

A)  a strict hierarchical structure is maintained. 
B)  supervisors outsource the entire process. 
C)  all the group members are eager to participate. 
D)  the supervisor follows the essay appraisal method. 
A)  a strict hierarchical structure is maintained. 
B)  supervisors outsource the entire process. 
C)  all the group members are eager to participate. 
D)  the supervisor follows the essay appraisal method.

Question 14

Statistical process control is a quality-control technique that primarily involvesusing statistics_____.

Accepted Answer

A)  to monitor production quality during the production process 
B)  to improve production quality of products 
C)  to look for defects in the random sampling process 
D)  as a formal process in which teams study processes to limit defects to 3.4 per million operations 
A)  to monitor production quality during the production process 
B)  to improve production quality of products 
C)  to look for defects in the random sampling process 
D)  as a formal process in which teams study processes to limit defects to 3.4 per million operations

Question 15

Which of the following is an annual award administered by the U.S.Department of Commerce and given to the company that shows the highest quality performance in seven categories-leadership; strategic planning; customer and market focus; measurement,analysis,and knowledge management; human resource focus; process management; and results?

Accepted Answer

A)  Firestone Inner Circle of Quality Award 
B)  Baldrige Performance Excellence Program 
C)  ISO 9000 certification 
D)  The Presidential Award for Management Excellence 
A)  Firestone Inner Circle of Quality Award 
B)  Baldrige Performance Excellence Program 
C)  ISO 9000 certification 
D)  The Presidential Award for Management Excellence

Question 16

The primary objective of total quality management (TQM)is to:

Accepted Answer

A)  meet or exceed customer expectations. 
B)  maximize profits for a company and its employees. 
C)  form a sustainable organization. 
D)  protect the employees from any form of discrimination. 
A)  meet or exceed customer expectations. 
B)  maximize profits for a company and its employees. 
C)  form a sustainable organization. 
D)  protect the employees from any form of discrimination.

Question 17

In the context of dimensions of quality,_____ primarily refers to the probability that a product will function properly and not break down during a specified period.

Accepted Answer

A)  reliability 
B)  conformance 
C)  durability 
D)  aesthetics 
A)  reliability 
B)  conformance 
C)  durability 
D)  aesthetics

Question 18

High turnover is most likely to:

Accepted Answer

A)  save the company from unnecessary expenses. 
B)  motivate employees to increase productivity. 
C)  prove expensive for the company. 
D)  attract qualified employees. 
A)  save the company from unnecessary expenses. 
B)  motivate employees to increase productivity. 
C)  prove expensive for the company. 
D)  attract qualified employees.

Question 19

Lack of motivation is often the problem underlying time lost to tardiness and absenteeism.

Accepted Answer

A) True 
 B)False

Question 20

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:

Accepted Answer

A)  inventory costs. 
B)  marketing costs. 
C)  labor costs. 
D)  overhead costs. 
A)  inventory costs. 
B)  marketing costs. 
C)  labor costs. 
D)  overhead costs.

Productivity of a department mostly increases when:

Which of the following would be the best way for a supervisor toensure superior quality of goods and boost productivity?

When work levels are low,the result is _____.

Barbara visits a car showroom.She test drives the car she likes and thinks that the car looks amazing.She likes the smell of the car and the color of its interiors.In the context of dimensions of quality,Barbara likes the _____ of the car.

Employees are fearful of productivity improvements due to possible layoffs.

Betty,the CEO of Raxen Inc.,thinks her organization must work as a unit toward enhancing the company's processes.She believes this will help her organization to improve customer satisfaction.In the context of quality improvement methods,Betty is most inclined toward _____.

In the context of dimensions of quality,_____ refers to a product's primary operating characteristic,such as the picture clarity of a television set.

Operative employees will contribute to improve productivity only if they believe:

Which of the following is true of total quality management (TQM)strategies?

Employees often have excellent ideas for doing work better because they:

The rate at which employees leave an organization is termed as _____.

Employee involvement teams are most successful when:

Statistical process control is a quality-control technique that primarily involvesusing statistics_____.

The primary objective of total quality management (TQM)is to:

In the context of dimensions of quality,_____ primarily refers to the probability that a product will function properly and not break down during a specified period.

High turnover is most likely to:

Lack of motivation is often the problem underlying time lost to tardiness and absenteeism.

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:

Supervision: Tradition and Contemporary Trends

Groups, Teams, and Powerful Meetings

Corporate Social Responsibility, Ethics, and Sustainability

Managing Diversity

Reaching Goals: Plans and Controls

Organizing and Authority

The Supervisor As Leader

Problem Solving,decision Making,and Creativity

Communication: Theory and Modern Media

Motivating Employees

Problem Employees: Counseling and Discipline

Managing Time and Stress

Managing Conflict and Change

Selecting Employees

Providing Orientation and Training

Appraising Performance

Filters

Exam 2: Ensuring High Quality and Productivity

Productivity of a department mostly increases when:

Which of the following would be the best way for a supervisor toensure superior quality of goods and boost productivity?

When work levels are low,the result is _____.

Barbara visits a car showroom.She test drives the car she likes and thinks that the car looks amazing.She likes the smell of the car and the color of its interiors.In the context of dimensions of quality,Barbara likes the _____ of the car.

Employees are fearful of productivity improvements due to possible layoffs.

Betty,the CEO of Raxen Inc.,thinks her organization must work as a unit toward enhancing the company's processes.She believes this will help her organization to improve customer satisfaction.In the context of quality improvement methods,Betty is most inclined toward _____.

In the context of dimensions of quality,_____ refers to a product's primary operating characteristic,such as the picture clarity of a television set.

Operative employees will contribute to improve productivity only if they believe:

Which of the following is true of total quality management (TQM)strategies?

Employees often have excellent ideas for doing work better because they:

The rate at which employees leave an organization is termed as _____.

Employee involvement teams are most successful when:

Statistical process control is a quality-control technique that primarily involvesusing statistics_____.

The primary objective of total quality management (TQM)is to:

In the context of dimensions of quality,_____ primarily refers to the probability that a product will function properly and not break down during a specified period.

High turnover is most likely to:

Lack of motivation is often the problem underlying time lost to tardiness and absenteeism.

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:

Supervision: Tradition and Contemporary Trends

Groups, Teams, and Powerful Meetings

Corporate Social Responsibility, Ethics, and Sustainability

Managing Diversity

Reaching Goals: Plans and Controls

Organizing and Authority

The Supervisor As Leader

Problem Solving,decision Making,and Creativity

Communication: Theory and Modern Media

Motivating Employees

Problem Employees: Counseling and Discipline

Managing Time and Stress

Managing Conflict and Change

Selecting Employees

Providing Orientation and Training

Appraising Performance

Filters