Deck 15: Implementing and Validating the Quality System

Question 1

________ is the capital that fuels outstanding quality results.

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

Answer 1

D

Question 2

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

Answer 2

C

Question 3

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 3

A

Question 4

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 5

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 6

________ 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 7

________ guide the auditor.

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

Question 8

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 9

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 10

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

Question 11

________ make firms unique and attractive to customers.

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

Question 12

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 13

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 14

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 15

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 16

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 17

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 18

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 19

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 20

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 21

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

Question 22

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

Question 23

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 24

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

Question 25

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

Question 26

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

Question 27

________ audits are also called quality maturity studies.

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

Question 28

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 29

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 30

Customer closeness engenders loyalty.

Question 31

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 32

Not only is an understanding of customers required, but also an understanding of the competitor's customers.

Question 33

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

Question 34

The ________ team should be made up of quality managers, people involved in the data analysis, a facilitator, and appropriate operating force participants.

A) strategic objective
B) operational
C) SLs lead
D) SLT senior leadership
E) reenergizing quality

Question 35

People represent the core of a firm's capabilities.

Question 36

The ________ is a living document that will change as products and the business realities change.

A) signature strategy
B) structural measure
C) change management
D) reenergizing quality approach
E) certification process

Question 37

The second building block of a quality system is culture.

Question 38

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

Question 39

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

Question 40

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

Question 41

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

Question 42

The quality improvement efforts are used to evaluate the quality management manager.

Question 43

Quality audits are based on the practice of operational auditing.

Question 44

Qualitative audits compare current practice against structural measures.

Question 45

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

Question 46

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

Question 47

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 48

Conditional measures are the documents relating to processes.

Question 49

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

Question 50

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

Question 51

The facilitator is not included in the reenergizing quality team.

Question 52

ISO 9000:2008 uses repetitive audits to ensure compliance and to maintain registration.

Question 53

Certification audits are also called quality maturity studies.

Question 54

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

Question 55

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

Question 56

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 57

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

Question 58

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

Question 59

Conceptualization is one of the steps of quality auditing.

Question 60

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

Question 61

What are the enablers for quality improvement in a school?

Question 62

Outline the generic process for performing self-assessment.

Question 63

What are the requirements for accurate quality audits?

Question 64

What is the next step when a firm achieves benchmark or role model status?

Question 65

Discuss briefly the building blocks of a quality system.

Question 66

Discuss operational audits.

Question 67

One of the major benefits of validating quality systems is that it will help close the gaps in quality deployment.

Question 68

Explain the integrative approach.

Question 69

What are the benefits of presidential audits?

Question 70

Outline the process for reenergizing quality efforts in organizations.