Question 1

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

Accepted Answer

A)  leadership 
B)  business results 
C)  customer and market focus 
D)  competitive advantage 
E)  process management 
A)  leadership 
B)  business results 
C)  customer and market focus 
D)  competitive advantage 
E)  process management

Question 2

Explain why operations management is potentially relevant to every employee in every organization in the 21st  century.

Accepted Answer

This question is not directly addressed

Question 3

Downtime and lost efficiency are both examples of ____________ .

Accepted Answer

A)  ordering costs 
B)  setup costs 
C)  holding costs 
D)  stockout costs 
E)  depreciation costs 
A)  ordering costs 
B)  setup costs 
C)  holding costs 
D)  stockout costs 
E)  depreciation costs

Question 4

____________ is the number of times per year that a company sells or replaces its average inventory.

Accepted Answer

A)  Stock rollover 
B)  Average aggregate inventory 
C)  The average inventory replacement cycle 
D)  Inventory turnover 
E)  The ratio of inputs to outputs 
A)  Stock rollover 
B)  Average aggregate inventory 
C)  The average inventory replacement cycle 
D)  Inventory turnover 
E)  The ratio of inputs to outputs

Question 5

RIP
In recent years, Japanese companies such as Mitsubishi, NEC, Fujitsu, and Sony began turning to Americans to manufacture Japanese products. While Sony, Panasonic, and other Japanese giants still excel at cranking out high- quality consumer electronics products such as camcorders and TVs by the millions, it's a different story in industries with short product cycles, which require factories that must build what customers order instead of churning out products in anticipation of demand. Japan's great strength, repetitive manufacturing, is becoming its greatest weakness. This production-on-demand form of management cannot depend on JIT. Instead the American companies rely on raw-in-process inventory, or RIP. RIP calls for keeping a reasonable quantity of varied raw materials or components on hand to meet changing customer demand.
-Refer to RIP. The JIT system preferred by Japanese manufacturers_______  .

Accepted Answer

A)  cannot be used with batch processing 
B)  makes component parts available at the manufacturing plant just as they are needed 
C)  determines the EOQ and maintains it 
D)  creates independent demand systems 
E)  eliminates problems with stockouts 
A)  cannot be used with batch processing 
B)  makes component parts available at the manufacturing plant just as they are needed 
C)  determines the EOQ and maintains it 
D)  creates independent demand systems 
E)  eliminates problems with stockouts

Question 6

In TQM, customer focus and satisfaction, continuous improvement, and teamwork mutually reinforce each other to improve quality throughout a company.

Accepted Answer

A) True 
 B)False

Question 7

A company decided to reduce its inventory by lowering their prices. The plan to get rid of excessive inventory was so successful that the company found itself completely sold out in just a couple of days. In other words, The company experienced____________  .

Accepted Answer

A)  a loss of amortization 
B)  negative sales 
C)  a stockout 
D)  aggregated turnover 
E)  negative turnover 
A)  a loss of amortization 
B)  negative sales 
C)  a stockout 
D)  aggregated turnover 
E)  negative turnover

Question 8

Briefly describe total quality management (TQM).

Accepted Answer

Total quality management (TQM) is an int

Question 9

Which of the following statements about ISO 9000 is true?

Accepted Answer

A)  ISO 9000 is a single international standard for achieving consistency in quality management and quality assurance in companies throughout the world. 
B)  The ISO 9000 standard is applicable only to the manufacturing of goods and not to the delivery of services. 
C)  ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification. 
D)  Ninety-eight percent of companies that already have achieved ISO 9000 certification said they did so because it increases profitability. 
E)  Service providers can achieve ISO 14000 certification. 
A)  ISO 9000 is a single international standard for achieving consistency in quality management and quality assurance in companies throughout the world. 
B)  The ISO 9000 standard is applicable only to the manufacturing of goods and not to the delivery of services. 
C)  ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification. 
D)  Ninety-eight percent of companies that already have achieved ISO 9000 certification said they did so because it increases profitability. 
E)  Service providers can achieve ISO 14000 certification.

Question 10

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

Accepted Answer

A)  teamwork 
B)  organizational dialogue 
C)  the equity theory 
D)  autonomy 
E)  competitive advantage 
A)  teamwork 
B)  organizational dialogue 
C)  the equity theory 
D)  autonomy 
E)  competitive advantage

Question 11

The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers.

Accepted Answer

A) True 
 B)False

Question 12

____________productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output.

Accepted Answer

A)  Breakdown 
B)  Segregated 
C)  Unifactor 
D)  Partial 
E)  Fractional 
A)  Breakdown 
B)  Segregated 
C)  Unifactor 
D)  Partial 
E)  Fractional

Question 13

Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business.

Accepted Answer

A) True 
 B)False

Question 14

According to the textbook, what should a business owner do with excess inventory?

Accepted Answer

A)  cut prices on the product to increase its sales 
B)  donate the products and get a tax write-off 
C)  throw the excess away 
D)  throw a party 
E)  raise prices and sell the product as a premium product 
A)  cut prices on the product to increase its sales 
B)  donate the products and get a tax write-off 
C)  throw the excess away 
D)  throw a party 
E)  raise prices and sell the product as a premium product

Question 15

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts­ordering efficiencies the company offers its customers. The company's improved____________  should lead to improved employee satisfaction.

Accepted Answer

A)  service capability 
B)  lean manufacturing 
C)  service benchmarking 
D)  service empowerment 
E)  customer empathy 
A)  service capability 
B)  lean manufacturing 
C)  service benchmarking 
D)  service empowerment 
E)  customer empathy

Question 16

Durability is a quality characteristic that applies to products that are can't be repaired, only replaced.

Accepted Answer

A) True 
 B)False

Question 17

____________ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

Accepted Answer

A)  Performance breakdown 
B)  Quality underperformance 
C)  Aberration 
D)  Divergence 
E)  Variation 
A)  Performance breakdown 
B)  Quality underperformance 
C)  Aberration 
D)  Divergence 
E)  Variation

Question 18

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____________ .

Accepted Answer

A)  the availability of factors of production 
B)  autocratic management 
C)  a high degree of centralization 
D)  how well employees are treated 
E)  market size 
A)  the availability of factors of production 
B)  autocratic management 
C)  a high degree of centralization 
D)  how well employees are treated 
E)  market size

Question 19

At their core, companies are production systems that combine inputs such as labor, raw materials, capital, and knowledge to produce outputs such as finished goods or services.

Accepted Answer

A) True 
 B)False

Question 20

The three principles that characterize TQM are continuous improvement, teamwork, and____________  .

Accepted Answer

A)  third party certification 
B)  delegation 
C)  participative management 
D)  customer focus and satisfaction 
E)  distinctive competence 
A)  third party certification 
B)  delegation 
C)  participative management 
D)  customer focus and satisfaction 
E)  distinctive competence

Exam 17: Section 1: Managing Information

Which of the following is NOT a criterion on which companies are judged when applying for the Baldrige National Quality Award?

Explain why operations management is potentially relevant to every employee in every organization in the 21st century.

Downtime and lost efficiency are both examples of ____________ .

____________ is the number of times per year that a company sells or replaces its average inventory.

In TQM, customer focus and satisfaction, continuous improvement, and teamwork mutually reinforce each other to improve quality throughout a company.

A company decided to reduce its inventory by lowering their prices. The plan to get rid of excessive inventory was so successful that the company found itself completely sold out in just a couple of days. In other words, The company experienced____________ .

Briefly describe total quality management (TQM).

Which of the following statements about ISO 9000 is true?

The three principles that characterize TQM are continuous improvement, customer focus and satisfaction, and ____.

The first step in the service-profit chain is external service quality or the quality of treatment that employees receive from a company's internal service providers.

____________productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output.

Higher productivity is good not only for individual companies that achieve it but also for the countries in which they do business.

According to the textbook, what should a business owner do with excess inventory?

A company has purchased new software which will allow its employees to extend the electronic support capabilities and parts­ordering efficiencies the company offers its customers. The company's improved____________ should lead to improved employee satisfaction.

Durability is a quality characteristic that applies to products that are can't be repaired, only replaced.

____________ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____________ .

At their core, companies are production systems that combine inputs such as labor, raw materials, capital, and knowledge to produce outputs such as finished goods or services.

The three principles that characterize TQM are continuous improvement, teamwork, and____________ .

Section 1: Management

Section 2: Management

Section 3: Management

Section 1: History of Management

Section 2: History of Management

Section 3: History of Management

Section 1: Organizational Environments and Cultures

Section 2: Organizational Environments and Cultures

Section 3: Organizational Environments and Cultures

Section 1: Ethics and Social Responsibility

Section 2: Ethics and Social Responsibility

Section 3: Ethics and Social Responsibility

Section 1: Planning and Decision Making

Section 2: Planning and Decision Making

Section 3: Planning and Decision Making

Section 1: Organizational Strategy

Section 2: Organizational Strategy

Section 3: Organizational Strategy

Section 1: Innovation and Change

Section 2: Innovation and Change

Section 3: Innovation and Change

Section 1: Global Management

Section 2: Global Management

Section 1: Designing Adaptive Organizations

Section 2:designing Adaptive Organizations

Section 1: Managing Teams

Section 2: Managing Teams

Section 3: Managing Teams

Section 1: Managing Human Resource Systems

Section 2: Managing Human Resource Systems

Section 3: Managing Human Resource Systems

Section 1: Managing Individuals and a Diverse Work Force

Section 2: Managing Individuals and a Diverse Work Force

Section 3: Managing Individuals and a Diverse Work Force

Section 1: Motivation

Section 2: Motivation

Section 3: Motivation

Section 1: Leadership

Section 2: Leadership

Section 3: Leadership

Section 1: Managing Communication

Section 2: Managing Communication

Section 1: Control

Section 2: Control

Section 3: Control

Section 2: Managing Information

Section 3: Managing Information

Filters

Explain why operations management is potentially relevant to every employee in every organization in the 21^s^t century.

A company has purchased new software which will allow its employees to extend the electronic support capabilities and partsordering efficiencies the company offers its customers. The company's improved____________ should lead to improved employee satisfaction.