Deck 15: Implementing and Validating the Quality System

Question 1

The first building block of a quality improvement system is ________.

A) people
B) organizational learning and knowledge
C) culture
D) closeness to customers
E) information and finance

Answer 1

A

Question 2

The third building block of a quality improvement system is ________.

A) people
B) organizational learning and knowledge
C) closeness to customers
D) culture
E) information and finance

Answer 2

D

Question 3

The objective of a quality information system is to gather information relating to the key variable(s) that affect ________.

A) process improvement
B) customer services
C) product quality
D) customer services and product quality
E) process improvement and customer services

Answer 3

D

Question 4

Culture refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.

Question 5

Closeness to customers involves the understanding of the competitor's customers.

Question 6

Learning needs assessment, training design, and delivery of training are important for competitiveness.

Question 7

Quality improvement requires the interactions on a contingency basis of many different disciplines to create products, services, processes, and systems that effectively serve customers.

Question 8

A company's profitability is not affected by customer retention.

Question 9

People represent the core of a firm's capabilities.

Question 10

Evidence indicates that some employees will forgo higher wages to achieve ________.

A) promotions
B) higher job security
C) better job performance
D) knowledge
E) awards

Question 11

The second building block of a quality improvement system is ________.

A) people
B) organizational learning and knowledge
C) culture
D) closeness to customers
E) information and finance

Question 12

The second building block of a quality system is culture.

Question 13

Which of the following building blocks of a quality improvement system refers to the norms and beliefs that lead to decision-making patterns and actions in an organization?

A) processes
B) information and finance
C) culture
D) organizational learning and knowledge
E) people

Question 14

The quality system must be in alignment with the ________ objectives and plans of the organization.

A) long-term
B) short-term
C) strategic
D) financial
E) cultural

Question 15

Which of the following is not necessary for customer closeness to be achieved?

A) gathering data
B) analyzing data
C) implementing change systems based on data
D) implementing an e-commerce site
E) understanding competitors' customers

Question 16

For a quality system to function effectively, employees must understand they are peripheral to that system.

Question 17

________ is the capital that fuels outstanding quality results.

A) Process
B) Higher job security
C) Better job performance
D) Knowledge
E) Outstanding customer service

Question 18

________ make firms unique and attractive to customers.

A) The integrative approach
B) Information systems
C) Electronic data interchange
D) Training
E) Enterprise capabilities

Question 19

________ describes the firm's understanding of the customers, their needs, and their wants.

A) Benchmarking
B) Closeness to customers
C) Customer demographic analysis
D) Customer culture
E) Customer capability

Question 20

Which of the following building blocks are included in a system for quality improvement?

A) processes
B) information and finance
C) closeness to customers
D) people
E) all of the above

Question 21

Stage 2 of the generic process for performing self-assessment is ________ the strengths and weaknesses.

A) surveying
B) investigating
C) categorizing
D) evaluating
E) benchmarking

Question 22

Hoshin planning or policy deployment provides a framework for achieving alignment through the catchball process.

Question 23

The actions required to make the information system effective are problem identification, analysis, and corrective action.

Question 24

________ can be used to observe the practices of other firms and achieve even higher levels of performance.

A) The integrative approach
B) Information systems
C) Benchmarking
D) Statistical process control
E) Generic self-assessment

Question 25

Customer closeness engenders loyalty.

Question 26

To achieve closeness to customers, you must understand both your customers and your competitors' customers.

Question 27

The three spheres of quality are ________.

A) quality planning and management, quality assurance, and quality control
B) people, organizational learning, and culture
C) quality planning, quality information systems, and quality customer service
D) people, product, and processes
E) integration, capability, and service

Question 28

Discuss briefly the building blocks of a quality system.

Question 29

EDI systems allow customers and suppliers to tie their systems together to enhance planning, purchasing, and coordination.

Question 30

A generic process for performing self-assessment is a ________ process.

A) three-stage
B) four-stage
C) two-stage
D) six-stage
E) five-stage

Question 31

The goal of ________ is to observe current practices of the firm, to assess those practices, and to identify gaps in deployment.

A) the integrative approach
B) information systems
C) benchmarking
D) organizational learning and knowledge
E) self-assessment

Question 32

Customer service is both a goal and an outcome of systems.

Question 33

Customer closeness provides the core of the support system for satisfying the customer.

Question 34

The ________ stage of the generic process for performing self-assessment involves generating lists of strengths and weakness for the organization.

A) investigating
B) benchmarking
C) categorizing
D) surveying
E) evaluating

Question 35

Quality conformance is one of the three key spheres of quality.

Question 36

Quality control is one of the three key spheres of quality.

Question 37

What are the three spheres of quality and how do they relate to the other components of the quality system model?

Question 38

Electronic data interchange (EDI) can limit the chances of satisfying customer needs.

Question 39

Because quality is not under the purview of any specific functional group and is the responsibility of everyone, cross-functional approaches are required to achieve the desired results.

Question 40

Explain the integrative approach.

Question 41

Quality audits study ways to ________.

A) ensure that generally accepted accounting principles are being followed
B) ensure that companies and employees are acting honestly
C) win orders in the marketplace
D) improve customer service and ascertain whether current customer service processes are being performed
E) select only the "right" evidence and ignore the "other"

Question 42

Which of the following steps in the basic quality audit involves performing a post-implementation review to ensure that the corrective actions were taken and the desired results obtained?

A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) follow-up

Question 43

________ compare current practices against structural measures.

A) Presidential audits
B) Operational audits
C) Consultant audits
D) Certification audits
E) Qualitative audits

Question 44

Which of the following is not one of the standards or criteria applicable during certification audits or award audits?

A) ISO 14000 standards
B) Baldrige criteria
C) ISO 9000 standards
D) ISO/TS 16949 standards
E) state quality award standards

Question 45

Which of the following is not an example of an auditing standard?

A) The audit must be performed by a person having adequate technical training and proficiency as an auditor.
B) In all matters relating to the assignment, independence in mental attitude is to be maintained by the auditor so as to establish the "third-party viewpoint."
C) Professional care is to be exercised in the performance of the examination and in the preparation of the report.
D) The auditor should be politically conservative.
E) None of the above

Question 46

An ________ is a measurement of performance or a criterion establishing professional authority and consent.

A) auditing principle
B) auditing standard
C) auditing procedure
D) auditing baseline
E) auditing sample

Question 47

Which of the following is not a type of performance audits?

A) presidential audits
B) operational audits
C) consultant audits
D) certification audits
E) quantitative audits

Question 48

Which of the following is one of the steps in generic auditing?

A) familiarization
B) verification
C) evaluation
D) recommendation
E) all of the above

Question 49

________ audits are also called quality maturity studies.

A) Presidential
B) Operational
C) Consultant
D) Certification
E) Award

Question 50

Which of the following is not a step in the basic quality audit?

A) preparation
B) audit team selection
C) client interaction
D) develop checklists
E) the opening meeting

Question 51

Strengths can be categorized as ________ that help define the path for improvement the firm should undertake.

A) primary or secondary strengths
B) strategic processes or strategic procedures
C) primary marketing or operational objectives
D) strategic resources or strategic capabilities
E) winning orders in the marketplace or achieving competitive advantage

Question 52

Which of the following is not required for an accurate audit?

A) careful planning of auditing procedures
B) proper establishment of audit objectives
C) following generally accepted accounting practices
D) adherence to proper auditing methods
E) in-depth knowledge of auditing standards

Question 53

In ________ audits, an overall assessment of the organization is performed, and this information is inserted into the following year's strategic plans.

A) presidential
B) operational
C) consultant
D) certification
E) qualitative

Question 54

The three main ingredients to an audit are auditing principles, auditing standards, and auditing ________.

A) procedures
B) experts
C) accountants
D) information systems
E) ethics

Question 55

Which of the following steps in the basic quality audit involves sharing the preliminary results with management?

A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) closure

Question 56

Auditing ________ guide the auditor.

A) standards
B) principles
C) procedures
D) outcomes
E) capabilities

Question 57

Stage 4 of the generic process for performing self-assessment is ________.

A) categorizing the strengths and weaknesses
B) generating lists of strengths and weakness for the organization
C) evaluating competitive advantage to assess how relevant resources and capabilities are in terms of generic strategies
D) achieving new levels of performance by filling gaps in deployment
E) investigating the sources of competitive advantage

Question 58

An ________ establishes the course of action available to the auditor to judge the adherence to the standards and the validity of the application of the principles.

A) auditing principle
B) auditing standard
C) auditing procedure
D) auditing baseline
E) auditing sample

Question 59

________ are performed to determine the maturity of a company in the quality pursuit and to help identify areas to be addressed in future quality plans.

A) Presidential audits
B) Operational audits
C) Consultant audits
D) Certification audits
E) Quantitative audits

Question 60

Stage 3 of the generic process for performing self-assessment is ________.

A) categorizing the strengths and weaknesses
B) generating lists of strengths and weakness for the organization
C) evaluating competitive advantage to assess how relevant resources and capabilities are in terms of generic strategies
D) achieving new levels of performance by filling gaps in deployment
E) investigating the sources of competitive advantage

Question 61

Familiarization is one of the steps of quality auditing.

Question 62

Categorizing is the means of generating lists of strengths and weaknesses for the organization.

Question 63

Conceptualization is one of the steps of quality auditing.

Question 64

ISO 9000 uses repetitive audits to ensure compliance and to maintain registration.

Question 65

Checklists developed during the quality audit process contain questions to be studied in the audit and identify who will perform audits in various departments.

Question 66

When selecting a quality audit team, only technical expertise is required.

Question 67

When the firm has achieved benchmark or role model status, the ideas and initiatives for improvement must come from within.

Question 68

During the quality audit process, preliminary results are shared with management at the opening meeting.

Question 69

Quality audits are defined as internal assessment tools used to identify areas for improvement.

Question 70

Auditing concepts and methods are as rigid as methods in the physical sciences.

Question 71

Auditing outcomes is one of the three main ingredients to an audit.

Question 72

Auditing principles constitute a rule that is derived from reasoning and experience.

Question 73

Quality audits are based on the practice of operational auditing.

Question 74

Award audits involve site visits to externally validate the claims made by applicants in their applications.

Question 75

The analysis step of the quality audit process involves analyzing data and developing preliminary results.

Question 76

An auditing procedure is a measurement of performance or a criterion establishing professional authority and consent.

Question 77

The auditing procedure establishes the courses of action available to the auditor to judge the adherence to the standards and the validity of the application of the principles.

Question 78

Evaluation of competitive advantage involves assessing how relevant a firm's resources and capabilities are in terms of generic strategies.

Question 79

Certification audits are also called quality maturity studies.

Question 80

Qualitative audits compare current practice against structural measures.