Question 1

The organismic model of organizations views an organization as a tool or a machine designed solely to create profits for its owners.

Accepted Answer

A) True 
 B)False

Question 2

Performance excellence can be defined as "any primary or complementary activity that does not directly produce a physical product."

Accepted Answer

A) True 
 B)False

Question 3

The mechanical organizational model assumes that systems goals such as the need to survive displace performance goals, such as profit.

Accepted Answer

A) True 
 B)False

Question 4

Teamwork within work groups and across functional lines is called _____ teamwork.

Accepted Answer

A)  cross-training 
B)  interorganizational 
C)  horizontal 
D)  quality circle

Question 5

In an ancillary manufacturing unit, the bolt manufacturing section has a value of 0.095 as the target, 0.005 as the tolerance. Which of the following is the acceptable range of values in production?

Accepted Answer

A)  Between 9.500 and 1.005 
B)  Between 0.009 and 0.001 
C)  Between 0.900 and 0.010 
D)  Between 0.090 and 0.100

Question 6

With respect to the systems approach to management, _____ refers to looking at an organization as a whole and building on key business attributes, including core competencies, strategic objectives, action plans, and work systems.

Accepted Answer

A)  alignment 
B)  integration 
C)  sequence 
D)  synthesis

Question 7

With respect to the quality dimensions of manufactured products, _____refer(s) to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

Accepted Answer

A)  durability 
B)  aesthetics 
C)  features 
D)  serviceability

Question 8

The _____ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit.

Accepted Answer

A)  organismic 
B)  mechanistic 
C)  cultural 
D)  environmental

Question 9

A(n) _____ is a sequence of activities that is intended to achieve some result.

Accepted Answer

A)  process 
B)  array 
C)  cluster 
D)  symmetry

Question 10

Teamwork between top management and lower-level employees is called _____ teamwork.

Accepted Answer

A)  vertical 
B)  interorganizational 
C)  horizontal 
D)  cross-functional

Question 11

The _____ model views an organization as a collection of cooperative agreements entered into by individuals with free will.

Accepted Answer

A)  mechanistic 
B)  cultural 
C)  organismic 
D)  environmental

Question 12

Which of the following is an example of a service provider?

Accepted Answer

A)  A steel plant 
B)  A clothing manufacturer 
C)  A pharmaceutical company 
D)  A bank

Question 13

_____ refers to the degree to which physical and performance characteristics of a product match preestablished standards.

Accepted Answer

A)  Reliability 
B)  Conformance 
C)  Features 
D)  Aesthetics

Question 14

According to Noriaki Kano's three classes of needs, the required safety features in an automobile are an example of a satisfier.

Accepted Answer

A) True 
 B)False

Question 15

According to Noriaki Kano's classification of customer needs, _____ are the needs that customers say they want.

Accepted Answer

A)  satisfiers 
B)  dissatisfiers 
C)  delighters 
D)  exciters

Question 16

After World War II, the first country to adopt quality initiatives and improvement in industry was the United States.

Accepted Answer

A) True 
 B)False

Question 17

Partnerships with suppliers and customers are called ______ partnerships.

Accepted Answer

A)  horizontal 
B)  cross-functional 
C)  vertical 
D)  interorganizational

Question 18

In the organismic model of organizations, organizations are considered to be autonomous entities.

Accepted Answer

A) True 
 B)False

Question 19

Describe in brief the most important dimensions of service quality.

Accepted Answer

The answer of Describe in brief the most important dimensions...

Question 20

_____ is the subjective assessment of a product resulting from image, advertising, or brand names.

Accepted Answer

A)  Perceived quality 
B)  Reliability 
C)  Performance 
D)  Aesthetics

Exam 1: Introduction to Quality and Performance Excellence

The organismic model of organizations views an organization as a tool or a machine designed solely to create profits for its owners.

Performance excellence can be defined as "any primary or complementary activity that does not directly produce a physical product."

The mechanical organizational model assumes that systems goals such as the need to survive displace performance goals, such as profit.

Teamwork within work groups and across functional lines is called _____ teamwork.

In an ancillary manufacturing unit, the bolt manufacturing section has a value of 0.095 as the target, 0.005 as the tolerance. Which of the following is the acceptable range of values in production?

With respect to the systems approach to management, _____ refers to looking at an organization as a whole and building on key business attributes, including core competencies, strategic objectives, action plans, and work systems.

With respect to the quality dimensions of manufactured products, _____refer(s) to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

The _____ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit.

A(n) _____ is a sequence of activities that is intended to achieve some result.

Teamwork between top management and lower-level employees is called _____ teamwork.

The _____ model views an organization as a collection of cooperative agreements entered into by individuals with free will.

Which of the following is an example of a service provider?

_____ refers to the degree to which physical and performance characteristics of a product match preestablished standards.

According to Noriaki Kano's three classes of needs, the required safety features in an automobile are an example of a satisfier.

According to Noriaki Kano's classification of customer needs, _____ are the needs that customers say they want.

After World War II, the first country to adopt quality initiatives and improvement in industry was the United States.

Partnerships with suppliers and customers are called ______ partnerships.

In the organismic model of organizations, organizations are considered to be autonomous entities.

Describe in brief the most important dimensions of service quality.

_____ is the subjective assessment of a product resulting from image, advertising, or brand names.