Question 1

In ISO 9000:2000,which of the following is not required for certification?

Accepted Answer

A)  Proving that the company has sound financial practices 
B)  Documented procedures for testing products 
C)  Fixing product defects 
D)  Keeping records 
E)  Testing products 
A)  Proving that the company has sound financial practices 
B)  Documented procedures for testing products 
C)  Fixing product defects 
D)  Keeping records 
E)  Testing products

Question 2

Sherrill complains that when she goes to a retail store,she usually does not receive individualized attention.Sherrill is complaining about which criterion of service quality?

Accepted Answer

A)  Reliability 
B)  Responsiveness 
C)  Assurance 
D)  Empathy 
E)  Tangibles 
A)  Reliability 
B)  Responsiveness 
C)  Assurance 
D)  Empathy 
E)  Tangibles

Question 3

For ISO 9000 certification,firms are required to demonstrate documented procedures for all of the following except

Accepted Answer

A)  testing products. 
B)  selecting vendors. 
C)  training workers. 
D)  fixing product defects. 
E)  keeping records. 
A)  testing products. 
B)  selecting vendors. 
C)  training workers. 
D)  fixing product defects. 
E)  keeping records.

Question 4

The goal of supply chain management is to reduce the number of links in the supply chain.

Accepted Answer

A) True 
 B)False

Question 5

When analysts at Farbex spot-check the weight of samples at several points in the production process,they are engaging in

Accepted Answer

A)  value-added analysis. 
B)  quality/cost studies. 
C)  benchmarking. 
D)  statistical process control. 
E)  getting closer to the customer. 
A)  value-added analysis. 
B)  quality/cost studies. 
C)  benchmarking. 
D)  statistical process control. 
E)  getting closer to the customer.

Question 6

The ISO 14000 certification program certifies for

Accepted Answer

A)  quality improvement programs. 
B)  improvements in environmental performance. 
C)  government contracts. 
D)  access to advanced quality control techniques. 
E)  networking. 
A)  quality improvement programs. 
B)  improvements in environmental performance. 
C)  government contracts. 
D)  access to advanced quality control techniques. 
E)  networking.

Question 7

What actions can be taken to improve a business firm's ability to compete through productivity and quality?

Accepted Answer

- four aspects: 
- invest in innovation

Question 8

The second step in the re-engineering process is to identify the process for re-engineering.Which of the following best describes the activities during this phase?

Accepted Answer

A)  Eliminate all waste work and apply the tools for process redesign to determine the best practices for adding value to customers 
B)  Diagnose the current process to understand how it relates to other processes,and identify value-adding steps versus wasteful steps in the current process 
C)  Show value that will be added for customers and for the company 
D)  Determine if the information technology exists for the re-engineered process and determine if the organization culture is ready for the change 
E)  Determine which process,if changed,will yield best improvement,and determine how it might be changed and at what cost 
A)  Eliminate all waste work and apply the tools for process redesign to determine the best practices for adding value to customers 
B)  Diagnose the current process to understand how it relates to other processes,and identify value-adding steps versus wasteful steps in the current process 
C)  Show value that will be added for customers and for the company 
D)  Determine if the information technology exists for the re-engineered process and determine if the organization culture is ready for the change 
E)  Determine which process,if changed,will yield best improvement,and determine how it might be changed and at what cost

Question 9

Since service organizations focus more on hands-on activity that machines can't replace,it follows that service productivity cannot be increased.

Accepted Answer

A) True 
 B)False

Question 10

The evaluation of all work activities,materials flows,and paperwork to determine the value that they add for customers is

Accepted Answer

A)  value-added analysis. 
B)  quality/cost studies. 
C)  statistical process control. 
D)  getting closer to the customer. 
E)  benchmarking. 
A)  value-added analysis. 
B)  quality/cost studies. 
C)  statistical process control. 
D)  getting closer to the customer. 
E)  benchmarking.

Question 11

Many service organizations have increased their productivity by becoming more like factories.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following statements about productivity is correct?

Accepted Answer

A)  Productivity does not vary much between countries. 
B)  It is difficult to compute productivity for different countries because of different industrial practices. 
C)  Additional wealth from higher productivity cannot be shared among workers. 
D)  Manufacturing productivity is higher than service productivity. 
E)  It is difficult to increase productivity in the service sector. 
A)  Productivity does not vary much between countries. 
B)  It is difficult to compute productivity for different countries because of different industrial practices. 
C)  Additional wealth from higher productivity cannot be shared among workers. 
D)  Manufacturing productivity is higher than service productivity. 
E)  It is difficult to increase productivity in the service sector.

Question 13

At Courtyard by Marriott hotels,consistency is achieved by maintaining the same features at all of Marriott's nearly 700 locations.This is an illustration of performance quality.

Accepted Answer

A) True 
 B)False

Question 14

When Noella goes shopping,she evaluates service quality on the criterion of reliability,which means that the retailer

Accepted Answer

A)  maintains a pleasing appearance among personnel,and in materials and facilities. 
B)  provides caring,individualized attention. 
C)  performs the service as promised,both accurately and on time. 
D)  employs knowledgeable and courteous employees who will earn the confidence of customers. 
E)  helps customers promptly. 
A)  maintains a pleasing appearance among personnel,and in materials and facilities. 
B)  provides caring,individualized attention. 
C)  performs the service as promised,both accurately and on time. 
D)  employs knowledgeable and courteous employees who will earn the confidence of customers. 
E)  helps customers promptly.

Question 15

According to one expert," ________ are an economic asset.They're not on the balance sheet,but they should be."

Accepted Answer

A)  Quality employees 
B)  Capital goods 
C)  Quality improvement teams 
D)  Customers 
E)  Competent top management personnel 
A)  Quality employees 
B)  Capital goods 
C)  Quality improvement teams 
D)  Customers 
E)  Competent top management personnel

Question 16

All of the following are examples of an external failure except

Accepted Answer

A)  refunds to customers. 
B)  transportation costs to return defective products. 
C)  factory recalls. 
D)  raw materials costs. 
E)  possible lawsuits. 
A)  refunds to customers. 
B)  transportation costs to return defective products. 
C)  factory recalls. 
D)  raw materials costs. 
E)  possible lawsuits.

Question 17

What is the supply chain?

Accepted Answer

The supply chain is the group

Question 18

When evaluating service quality,customers look for empathy,which means

Accepted Answer

A)  maintaining a pleasing appearance among personnel,and in materials and facilities. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  providing caring,individualized attention. 
E)  performing the service as promised,both accurately and on time. 
A)  maintaining a pleasing appearance among personnel,and in materials and facilities. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  providing caring,individualized attention. 
E)  performing the service as promised,both accurately and on time.

Question 19

Ken is a production operator who plots a sample of the product output and finds that it is outside the upper or lower specification limits on the control chart.What should he do?

Accepted Answer

A)  Continue with production and analyze why the problem might be occurring 
B)  Do nothing; wait to see if the next sample is within the control limits 
C)  Tell co-workers "the sky is falling"! 
D)  Correct the problem (e.g.,people,equipment,materials,or work methods) 
E)  Shut down the machine and have a manager investigate the problem 
A)  Continue with production and analyze why the problem might be occurring 
B)  Do nothing; wait to see if the next sample is within the control limits 
C)  Tell co-workers "the sky is falling"! 
D)  Correct the problem (e.g.,people,equipment,materials,or work methods) 
E)  Shut down the machine and have a manager investigate the problem

Question 20

Who developed the first structured process for managing quality called the "Quality Trilogy" (quality planning,quality control,and quality improvement)?

Accepted Answer

A)  Malcolm Baldridge 
B)  Kaoru Ishikawa 
C)  Shoichiro Toyoda 
D)  Joseph Juran 
E)  W.Edwards Deming 
A)  Malcolm Baldridge 
B)  Kaoru Ishikawa 
C)  Shoichiro Toyoda 
D)  Joseph Juran 
E)  W.Edwards Deming

In ISO 9000:2000,which of the following is not required for certification?

Sherrill complains that when she goes to a retail store,she usually does not receive individualized attention.Sherrill is complaining about which criterion of service quality?

For ISO 9000 certification,firms are required to demonstrate documented procedures for all of the following except

The goal of supply chain management is to reduce the number of links in the supply chain.

When analysts at Farbex spot-check the weight of samples at several points in the production process,they are engaging in

The ISO 14000 certification program certifies for

What actions can be taken to improve a business firm's ability to compete through productivity and quality?

The second step in the re-engineering process is to identify the process for re-engineering.Which of the following best describes the activities during this phase?

Since service organizations focus more on hands-on activity that machines can't replace,it follows that service productivity cannot be increased.

The evaluation of all work activities,materials flows,and paperwork to determine the value that they add for customers is

Many service organizations have increased their productivity by becoming more like factories.

Which of the following statements about productivity is correct?

At Courtyard by Marriott hotels,consistency is achieved by maintaining the same features at all of Marriott's nearly 700 locations.This is an illustration of performance quality.

When Noella goes shopping,she evaluates service quality on the criterion of reliability,which means that the retailer

According to one expert," ________ are an economic asset.They're not on the balance sheet,but they should be."

All of the following are examples of an external failure except

What is the supply chain?

When evaluating service quality,customers look for empathy,which means

Ken is a production operator who plots a sample of the product output and finds that it is outside the upper or lower specification limits on the control chart.What should he do?

Who developed the first structured process for managing quality called the "Quality Trilogy" (quality planning,quality control,and quality improvement)?

Understanding the Canadian Business System

Understanding the Environments of Business

Conducting Business Ethically and Responsibly

Understanding Entrepreneurship, small Business, and New Venture Creation

The Global Context of Business

Managing the Business Enterprise

Managing Human Resources

Understanding Labourmanagement Relations

Motivating and Leading Employees

Producing Goods and Services

Managing Information Systems and Communication Technology

Understanding Accounting Issues

Understanding Marketing Processes and Consumer Behaviour

Developing and Promoting Goods and Services

Pricing and Distributing Goods and Services

Understanding Money and Banking

Understanding Securities and Investments

Financial Decisions and Risk Management

Filters

Exam 12: Increasing Productivity and Quality

In ISO 9000:2000,which of the following is not required for certification?

Sherrill complains that when she goes to a retail store,she usually does not receive individualized attention.Sherrill is complaining about which criterion of service quality?

For ISO 9000 certification,firms are required to demonstrate documented procedures for all of the following except

The goal of supply chain management is to reduce the number of links in the supply chain.

When analysts at Farbex spot-check the weight of samples at several points in the production process,they are engaging in

The ISO 14000 certification program certifies for

What actions can be taken to improve a business firm's ability to compete through productivity and quality?

The second step in the re-engineering process is to identify the process for re-engineering.Which of the following best describes the activities during this phase?

Since service organizations focus more on hands-on activity that machines can't replace,it follows that service productivity cannot be increased.

The evaluation of all work activities,materials flows,and paperwork to determine the value that they add for customers is

Many service organizations have increased their productivity by becoming more like factories.

Which of the following statements about productivity is correct?

At Courtyard by Marriott hotels,consistency is achieved by maintaining the same features at all of Marriott's nearly 700 locations.This is an illustration of performance quality.

When Noella goes shopping,she evaluates service quality on the criterion of reliability,which means that the retailer

According to one expert," ________ are an economic asset.They're not on the balance sheet,but they should be."

All of the following are examples of an external failure except

What is the supply chain?

When evaluating service quality,customers look for empathy,which means

Ken is a production operator who plots a sample of the product output and finds that it is outside the upper or lower specification limits on the control chart.What should he do?

Who developed the first structured process for managing quality called the "Quality Trilogy" (quality planning,quality control,and quality improvement)?

Understanding the Canadian Business System

Understanding the Environments of Business

Conducting Business Ethically and Responsibly

Understanding Entrepreneurship, small Business, and New Venture Creation

The Global Context of Business

Managing the Business Enterprise

Managing Human Resources

Understanding Labourmanagement Relations

Motivating and Leading Employees

Producing Goods and Services

Managing Information Systems and Communication Technology

Understanding Accounting Issues

Understanding Marketing Processes and Consumer Behaviour

Developing and Promoting Goods and Services

Pricing and Distributing Goods and Services

Understanding Money and Banking

Understanding Securities and Investments

Financial Decisions and Risk Management

Filters