Question 1

TQM managers dedicated to kaizen are never happy with the final outcome of a project.

Accepted Answer

A) True 
 B)False

Question 2

If Andrea leaves a hair salon before making an appointment because the facility looks dirty and smells bad, which of the Texas A&M service-quality dimensions has come to the surface?

Accepted Answer

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

Question 3

If a manager relies on feedback control, he or she does not have to use any other type of control.

Accepted Answer

A) True 
 B)False

Question 4

Another name for value-based quality is manufacturing-based quality.

Accepted Answer

A) True 
 B)False

Question 5

Flexibility and cycle times are two components of the performance pyramid for strategic control.

Accepted Answer

A) True 
 B)False

Question 6

Platinum Tools, Inc
Laticia is purchasing manager at Platinum Tools, Inc, and her morning at work was quite hectic, as usual. First, Laticia called the supplier to check if the parts needed for manufacturing the tools will be shipped on time or not. Then she helped two employees having problems with entering purchase orders on their computers. From there she had to dash to a performance evaluation meeting where she evaluated her assistant's work for the last six months. Next, she was supposed to attend a strategic management meeting. Laticia is so busy she fears a major crisis would send her over the edge.
-Refer to Platinum Tools, Inc. Laticia's telephone call to the supplier to check the shipping schedule on parts is an example of ____ control.

Accepted Answer

A)  feedforward 
B)  feedback 
C)  concurrent 
D)  benchmarking 
E)  crisis

Question 7

Platinum Tools, Inc
Laticia is purchasing manager at Platinum Tools, Inc, and her morning at work was quite hectic, as usual. First, Laticia called the supplier to check if the parts needed for manufacturing the tools will be shipped on time or not. Then she helped two employees having problems with entering purchase orders on their computers. From there she had to dash to a performance evaluation meeting where she evaluated her assistant's work for the last six months. Next, she was supposed to attend a strategic management meeting. Laticia is so busy she fears a major crisis would send her over the edge.
-Refer to Platinum Tools, Inc.. Laticia's role in the performance evaluation meeting is an example of which type of control?

Accepted Answer

A)  Concurrent 
B)  Vertical 
C)  Feedback 
D)  Quality 
E)  Feedforward

Question 8

Congratulations! You have just been hired by Alternative Power, Inc. Your first project is to develop a crisis management program. Explain what this is, why it is important, and how you will approach this exciting new project.

Accepted Answer

The answer of Congratulations! You have just been hired by...

Question 9

Platinum Tools, Inc
Laticia is purchasing manager at Platinum Tools, Inc, and her morning at work was quite hectic, as usual. First, Laticia called the supplier to check if the parts needed for manufacturing the tools will be shipped on time or not. Then she helped two employees having problems with entering purchase orders on their computers. From there she had to dash to a performance evaluation meeting where she evaluated her assistant's work for the last six months. Next, she was supposed to attend a strategic management meeting. Laticia is so busy she fears a major crisis would send her over the edge.
-Refer to Platinum Tools, Inc.. Laticia should know that performance appraisals and strategic plans are both considered ___________.

Accepted Answer

A)  statistical reports 
B)  control subsystem 
C)  fish-bone diagrams 
D)  concurrent control 
E)  benchmarking

Question 10

The slogan, "do it right the first time" encourages employees to accept responsibility for quality improvement.

Accepted Answer

A) True 
 B)False

Question 11

According to the Texas A&M researchers, customers consistently rank ____ as the most important service-quality dimension.

Accepted Answer

A)  empathy 
B)  responsiveness 
C)  consistency 
D)  assurance 
E)  reliability

Question 12

Avoidance of slogans and targets is advocated by Deming's 14 points.

Accepted Answer

A) True 
 B)False

Question 13

Organic Preserves
Jared Banks runs a production operation for Organic Preserves. His company has one of the strongest reputations in Canada. Jared's business partner wants to introduce TQM philosophy and tools in their business. Before going gung-ho, Jared wants to learn about TQM and TQM tools. Based on your studies, what would you tell him?
-Refer to Organic Preserves. If Jared is interested in carrying out a cause-and-effect analysis, he can do that with

Accepted Answer

A)  benchmarking. 
B)  kaizen. 
C)  a run chart. 
D)  a fishbone diagram. 
E)  a flow chart.

Question 14

Examples of control subsystems are policies and procedures.

Accepted Answer

A) True 
 B)False

Question 15

A run chart could be used to keep a tally of manufacturing defects that occur based on the day of the week.

Accepted Answer

A) True 
 B)False

Question 16

____ is not a part of the definition of "customer-centered."

Accepted Answer

A)  Anticipating the customer's needs 
B)  Responding appropriately to the customers 
C)  Benchmarking 
D)  Learning how to satisfy the customer 
E)  Listening to the customer

Question 17

The value of observed data and experimentation is emphasized in Deming's PDCA cycle.

Accepted Answer

A) True 
 B)False

Question 18

Companies striving for quality service should follow the lead of companies such as L.L. Bean, Inc. where the motto is "no sale is really complete until the product is worn out and the customer is satisfied."

Accepted Answer

A) True 
 B)False

Question 19

The RATER service-quality dimension that relates to the provision of caring and individualized attention to customers is

Accepted Answer

A)  assurance. 
B)  reliability. 
C)  responsiveness. 
D)  professionalism. 
E)  empathy.

Question 20

Who or what did Deming blame up to 85 percent of substandard quality on?

Accepted Answer

A)  Lazy workers 
B)  Substandard materials 
C)  The system 
D)  Careless management 
E)  Poorly maintained machinery

Exam 16: Organizational Control and Quality Improvement

TQM managers dedicated to kaizen are never happy with the final outcome of a project.

If Andrea leaves a hair salon before making an appointment because the facility looks dirty and smells bad, which of the Texas A&M service-quality dimensions has come to the surface?

If a manager relies on feedback control, he or she does not have to use any other type of control.

Another name for value-based quality is manufacturing-based quality.

Flexibility and cycle times are two components of the performance pyramid for strategic control.

Congratulations! You have just been hired by Alternative Power, Inc. Your first project is to develop a crisis management program. Explain what this is, why it is important, and how you will approach this exciting new project.

The slogan, "do it right the first time" encourages employees to accept responsibility for quality improvement.

According to the Texas A&M researchers, customers consistently rank ____ as the most important service-quality dimension.

Avoidance of slogans and targets is advocated by Deming's 14 points.

Examples of control subsystems are policies and procedures.

A run chart could be used to keep a tally of manufacturing defects that occur based on the day of the week.

____ is not a part of the definition of "customer-centered."

The value of observed data and experimentation is emphasized in Deming's PDCA cycle.

Companies striving for quality service should follow the lead of companies such as L.L. Bean, Inc. where the motto is "no sale is really complete until the product is worn out and the customer is satisfied."

The RATER service-quality dimension that relates to the provision of caring and individualized attention to customers is

Who or what did Deming blame up to 85 percent of substandard quality on?