Question 1

Quality/cost studies show what a firm's current costs are,and also reveal

Accepted Answer

A)  areas that have the biggest cost-savings potential. 
B)  the limits of acceptable and unacceptable quality in production of a good or service. 
C)  how much quality will have to be achieved in order to meet consumer expectations. 
D)  how motivated employees are to build quality into products. 
E)  the level of quality that is currently being achieved. 
A)  areas that have the biggest cost-savings potential. 
B)  the limits of acceptable and unacceptable quality in production of a good or service. 
C)  how much quality will have to be achieved in order to meet consumer expectations. 
D)  how motivated employees are to build quality into products. 
E)  the level of quality that is currently being achieved.

Question 2

Explain the connection between productivity and quality.What do these two terms mean?

Accepted Answer

- productivity: a measure of efficiency

Question 3

________ is a measure of economic performance that compares how much is produced relative to the resources used to produce it.

Accepted Answer

A)  Re-engineering 
B)  Services 
C)  Total quality management 
D)  Productivity 
E)  Quality 
A)  Re-engineering 
B)  Services 
C)  Total quality management 
D)  Productivity 
E)  Quality

Question 4

Generally speaking,internal failures that are identified in quality/costs studies are more costly than external failures.

Accepted Answer

A) True 
 B)False

Question 5

The 2011 OECD study of selected countries found that Norway had the highest productivity levels and Mexico had the lowest.

Accepted Answer

A) True 
 B)False

Question 6

What is continuous improvement?

Accepted Answer

Continuous improvement is an o

Question 7

Which of the following is not one of the criteria used by customers to judge service quality?

Accepted Answer

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

Question 8

Marilyn said that when a repair person came to her home to fix her washer,the service was not performed in a timely fashion.Marilyn 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 9

At the Honey Nuggets factory,boxes are taken from each of three filling machines.Analyzing the results show that one of the machines cannot reliably meet specification.Which tool is being used?

Accepted Answer

A)  Value-added analysis 
B)  Control charts 
C)  Process capability studies 
D)  Quality/cost studies 
E)  Benchmarking 
A)  Value-added analysis 
B)  Control charts 
C)  Process capability studies 
D)  Quality/cost studies 
E)  Benchmarking

Question 10

When Custom Research delivers 99 percent of its final research reports on time it is demonstrating

Accepted Answer

A)  performance quality. 
B)  quality reliability. 
C)  quality control. 
D)  quality assurance. 
E)  quality ownership. 
A)  performance quality. 
B)  quality reliability. 
C)  quality control. 
D)  quality assurance. 
E)  quality ownership.

Question 11

According to Michael Porter,a Harvard University expert on international competitiveness,Canada's competitiveness is a concern because

Accepted Answer

A)  Canada's productivity is the lowest in the world. 
B)  we have been living off our rich diet of natural resources. 
C)  Canadian companies are only competitive due to the lower value of the Canadian dollar. 
D)  the quality of Canadian manufactured goods is low. 
E)  we don't take advantage of the intellectual ability of our people. 
A)  Canada's productivity is the lowest in the world. 
B)  we have been living off our rich diet of natural resources. 
C)  Canadian companies are only competitive due to the lower value of the Canadian dollar. 
D)  the quality of Canadian manufactured goods is low. 
E)  we don't take advantage of the intellectual ability of our people.

Question 12

Total quality management (TQM)includes all the activities that are necessary for getting high-quality goods and services into the marketplace.

Accepted Answer

A) True 
 B)False

Question 13

The re-engineering process starts with a statement justifying the proposed re-engineering based on benefits envisioned for customers and the company.

Accepted Answer

A) True 
 B)False

Question 14

Nikki's team is at the fourth step in the re-engineering process.What activities must Nikki manage to effectively complete this step?

Accepted Answer

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

Question 15

As part of its re-engineering process,Wire Corp.has identified the process they will use for re-engineering.What is the next step they should take?

Accepted Answer

A)  Evaluate information and human resource requirements for re-engineering. 
B)  Understand the current process. 
C)  State a case for action. 
D)  Create a new process design. 
E)  Implement the re-engineered process. 
A)  Evaluate information and human resource requirements for re-engineering. 
B)  Understand the current process. 
C)  State a case for action. 
D)  Create a new process design. 
E)  Implement the re-engineered process.

Question 16

Roll-On Corp.regularly analyzes and applies the best practices of other companies to their own operations.It is using

Accepted Answer

A)  quality/cost analysis. 
B)  performance quality analysis. 
C)  benchmarking. 
D)  quality reliability analysis. 
E)  competitive product analysis. 
A)  quality/cost analysis. 
B)  performance quality analysis. 
C)  benchmarking. 
D)  quality reliability analysis. 
E)  competitive product analysis.

Question 17

What are two commonly used statistical process control tools?

Accepted Answer

Process va

Question 18

Business process reengineering is

Accepted Answer

A)  the principle of looking at the supply chain as a whole in order to improve the overall flow through the system. 
B)  a program certifying that a factory,laboratory,or office has met the quality management standards of the International Organization for Standardization. 
C)  a certification program attesting to the fact that a factory,laboratory,or office has improved environmental performance. 
D)  the redesigning of business processes to improve performance,quality,and productivity. 
E)  the concept that all employees are valuable contributors to a firm's business,and should be entrusted with decisions regarding their work. 
A)  the principle of looking at the supply chain as a whole in order to improve the overall flow through the system. 
B)  a program certifying that a factory,laboratory,or office has met the quality management standards of the International Organization for Standardization. 
C)  a certification program attesting to the fact that a factory,laboratory,or office has improved environmental performance. 
D)  the redesigning of business processes to improve performance,quality,and productivity. 
E)  the concept that all employees are valuable contributors to a firm's business,and should be entrusted with decisions regarding their work.

Question 19

Identify five criteria that customers use to judge service quality.

Accepted Answer

Reliability,responsi

Question 20

Which of the following is not one of the ways in which companies can compete by improving productivity and quality?

Accepted Answer

A)  Adopt a long-run perspective 
B)  Improve the services sector 
C)  Establish a separate quality control department 
D)  Emphasize quality of work life 
E)  Invest in technology and innovation 
A)  Adopt a long-run perspective 
B)  Improve the services sector 
C)  Establish a separate quality control department 
D)  Emphasize quality of work life 
E)  Invest in technology and innovation

Quality/cost studies show what a firm's current costs are,and also reveal

Explain the connection between productivity and quality.What do these two terms mean?

________ is a measure of economic performance that compares how much is produced relative to the resources used to produce it.

Generally speaking,internal failures that are identified in quality/costs studies are more costly than external failures.

The 2011 OECD study of selected countries found that Norway had the highest productivity levels and Mexico had the lowest.

What is continuous improvement?

Which of the following is not one of the criteria used by customers to judge service quality?

Marilyn said that when a repair person came to her home to fix her washer,the service was not performed in a timely fashion.Marilyn is complaining about which criterion of service quality?

At the Honey Nuggets factory,boxes are taken from each of three filling machines.Analyzing the results show that one of the machines cannot reliably meet specification.Which tool is being used?

When Custom Research delivers 99 percent of its final research reports on time it is demonstrating

According to Michael Porter,a Harvard University expert on international competitiveness,Canada's competitiveness is a concern because

Total quality management (TQM)includes all the activities that are necessary for getting high-quality goods and services into the marketplace.

The re-engineering process starts with a statement justifying the proposed re-engineering based on benefits envisioned for customers and the company.

Nikki's team is at the fourth step in the re-engineering process.What activities must Nikki manage to effectively complete this step?

As part of its re-engineering process,Wire Corp.has identified the process they will use for re-engineering.What is the next step they should take?

Roll-On Corp.regularly analyzes and applies the best practices of other companies to their own operations.It is using

What are two commonly used statistical process control tools?

Business process reengineering is

Identify five criteria that customers use to judge service quality.

Which of the following is not one of the ways in which companies can compete by improving productivity and quality?

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

Quality/cost studies show what a firm's current costs are,and also reveal

Explain the connection between productivity and quality.What do these two terms mean?

________ is a measure of economic performance that compares how much is produced relative to the resources used to produce it.

Generally speaking,internal failures that are identified in quality/costs studies are more costly than external failures.

The 2011 OECD study of selected countries found that Norway had the highest productivity levels and Mexico had the lowest.

What is continuous improvement?

Which of the following is not one of the criteria used by customers to judge service quality?

Marilyn said that when a repair person came to her home to fix her washer,the service was not performed in a timely fashion.Marilyn is complaining about which criterion of service quality?

At the Honey Nuggets factory,boxes are taken from each of three filling machines.Analyzing the results show that one of the machines cannot reliably meet specification.Which tool is being used?

When Custom Research delivers 99 percent of its final research reports on time it is demonstrating

According to Michael Porter,a Harvard University expert on international competitiveness,Canada's competitiveness is a concern because

Total quality management (TQM)includes all the activities that are necessary for getting high-quality goods and services into the marketplace.

The re-engineering process starts with a statement justifying the proposed re-engineering based on benefits envisioned for customers and the company.

Nikki's team is at the fourth step in the re-engineering process.What activities must Nikki manage to effectively complete this step?

As part of its re-engineering process,Wire Corp.has identified the process they will use for re-engineering.What is the next step they should take?

Roll-On Corp.regularly analyzes and applies the best practices of other companies to their own operations.It is using

What are two commonly used statistical process control tools?

Business process reengineering is

Identify five criteria that customers use to judge service quality.

Which of the following is not one of the ways in which companies can compete by improving productivity and quality?

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