Question 1

Instructions that are filled with jargon or that easily confuse customers are examples of:

Accepted Answer

A)   duplication.
B)   errors.
C)   unclear communication.
D)   unnecessary motion.
E)   overprocessing. C

Question 2

In the time-management matrix, tasks like crises, pressing problems, and deadline driven projects are found in the quadrant of:

Accepted Answer

A)   excellence.
B)   necessity.
C)   quality.
D)   deception.
E)   waste. B

Question 3

The difference between the prices of a generic bottle of aspirin versus a brand name version is due to perceived quality.

Accepted Answer

A) True 
 B)False  True

Question 4

Assurance is:

Accepted Answer

A)   the ability to perform the service correctly and consistently.
B)   the speed and courtesy to customer inquiries.
C)   the extent to which the customer trusts and has confidence in the service provider.
D)   the physical appearance of the facility, personnel, and communications media.
E)   the extent and quality of individualized attention given to a customer.

Question 5

Raw materials, work in process, and finished goods, which are all forms of investment, are the three types of:

Accepted Answer

A)   waiting.
B)   overprocessing.
C)   motion.
D)   inventory.
E)   overproduction.

Question 6

Achieving outcomes that someone wishes to produce refers to being:

Accepted Answer

A)   efficient.
B)   effective.
C)   active.
D)   creative.
E)   responsive.

Question 7

Lean thinking offers an alternative to cost cutting by reducing staff.

Accepted Answer

A) True 
 B)False

Question 8

The expectation of how long a product will last and how it will function under various working conditions is known as its:

Accepted Answer

A)   feature.
B)   durability.
C)   serviceability.
D)   aesthetics.
E)   conformance.

Question 9

The quality of a laptop computer's functionality after it is dropped is a measure of its:

Accepted Answer

A)   feature.
B)   serviceability.
C)   aesthetics.
D)   conformance.
E)   durability.

Question 10

SERVQUAL system explains the notion that quality is associated with a gap between expectations and perceptions.

Accepted Answer

A) True 
 B)False

Question 11

The probability that a product will function for a given period of time or how often it breaks down is known as its:

Accepted Answer

A)   feature.
B)   reliability.
C)   durability.
D)   serviceability.
E)   aesthetics.

Question 12

Which of the following dimensions of service quality deals with the speed and courtesy to customer inquiries?

Accepted Answer

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

Question 13

As one of the seven sources of manufacturing wastes, overprocessing refers to:

Accepted Answer

A)   the movement of components and parts not associated with their transformation.
B)   components or products which are not being processed.
C)   a component or a product that requires more time to process than the standard estimate.
D)   producing more than the customer wants at a particular point in time.
E)   the failure to provide clear instructions for any stage of the service environment.

Question 14

A second-generation time-management system is one that:

Accepted Answer

A)   brings balance into the personal and professional life of an individual.
B)   handles several tasks simultaneously.
C)   is composed of essentially a list of tasks that must be done.
D)   incorporates a system of prioritization to tasks that must be done.
E)   ties deadlines to those tasks that must be done.

Question 15

The luxuriousness of a car's dashboard is a measure of its:

Accepted Answer

A)   aesthetics.
B)   feature.
C)   serviceability.
D)   conformance.
E)   durability.

Question 16

An activity log can be defined as:

Accepted Answer

A)   the activities and tasks associated with turning a firm's inputs unto good and services.
B)   the ability to handle several activities simultaneously.
C)   a technique that involves writing down every task and activity a person is involved with during a day.
D)   achieving outcomes that someone wishes to produce.
E)   producing the desired results within the minimum expenditure of energy, time, money, personnel.

Question 17

A diagram that specifies all the types of relationships among key elements of a problem or an issue is known as a(n) _____.

Accepted Answer

The answer of A diagram that specifies all the types...

Question 18

The measure of bulb's wattage indicates its:

Accepted Answer

A)   features.
B)   durability.
C)   performance.
D)   serviceability.
E)   aesthetics.

Question 19

What is the basic logic of lean thinking? Define its principles.

Accepted Answer

The answer of What is the basic logic of lean...

Question 20

Covey advocates that an individual should have a deep understanding of what is important in one's life so he can focus on the same role throughout his life.

Accepted Answer

A) True 
 B)False

Exam 13: The Search for Efficiency and Effectiveness

Instructions that are filled with jargon or that easily confuse customers are examples of:

In the time-management matrix, tasks like crises, pressing problems, and deadline driven projects are found in the quadrant of:

The difference between the prices of a generic bottle of aspirin versus a brand name version is due to perceived quality.

Assurance is:

Raw materials, work in process, and finished goods, which are all forms of investment, are the three types of:

Achieving outcomes that someone wishes to produce refers to being:

Lean thinking offers an alternative to cost cutting by reducing staff.

The expectation of how long a product will last and how it will function under various working conditions is known as its:

The quality of a laptop computer's functionality after it is dropped is a measure of its:

SERVQUAL system explains the notion that quality is associated with a gap between expectations and perceptions.

The probability that a product will function for a given period of time or how often it breaks down is known as its:

Which of the following dimensions of service quality deals with the speed and courtesy to customer inquiries?

As one of the seven sources of manufacturing wastes, overprocessing refers to:

A second-generation time-management system is one that:

The luxuriousness of a car's dashboard is a measure of its:

An activity log can be defined as:

A diagram that specifies all the types of relationships among key elements of a problem or an issue is known as a(n) _____.

The measure of bulb's wattage indicates its:

What is the basic logic of lean thinking? Define its principles.

Covey advocates that an individual should have a deep understanding of what is important in one's life so he can focus on the same role throughout his life.