Deck 5: Managements Commitments to Quality and Productivity

Question 1

Deming identified a relationship between quality,productivity and profitability.

Answer 1

True

Question 2

The definition of quality has not changed over time.

Answer 2

False

Question 3

Typical results of reengineering have been not to change organizations' missions,visions,values,activities,and structures.

Answer 3

False

Question 4

Reengineering changes fundamental ways in which people and their organizations handle their processes.

Question 5

Productivity is usually expressed as the ratio of inputs to outputs.

Question 6

The definition of a customer has been expanded to include anyone inside organizations.

Question 7

W.Edwards Deming created total quality management (TQM).

Question 8

A benchmark is the product to meet or beat in terms of design,manufacture,performance,and service.

Question 9

External customers' needs and wants remain constant.

Question 10

Quality should merely live up to or meet customer needs.

Question 11

TQM is also known as TQC.

Question 12

Customers are "moving targets" who can quickly travel out of sight.

Question 13

The best of the competing products becomes a benchmark.

Question 14

Juran believe customer satisfaction and product quality are linked.

Question 15

Performance has one distinct definition.

Question 16

Today quality is defined as the production of goods and services without defects and is the sole responsibility of production engineers.

Question 17

Productivity can be improved by increasing the amount of inout or a combination of both.

Question 18

Partial understanding of and involvement in quality can produce only partial success or total failure.

Question 19

Relationships with suppliers are formed for the long term and are quality-oriented.

Question 20

The money saved through increased productivity can be allocated to further improve organizational operations.

Question 21

Scoreboarding keeps employees aware of changes in the critical numbers used to measure a company's processes.

Question 22

Empowerment is managing as an entrepreneur.

Question 23

Falling prices for needed raw materials can translate into higher production costs and lower profits.

Question 24

A closed-book organization fosters continual learning.

Question 25

A disciplined approach to solving quality problems before the design phase of a product is called:

A)benchmark.
B)a production standard.
C)systems approach.
D)quality function deployment.

Question 26

Statistical quality control (SQC)is the use of statistical tools and methods.

Question 27

Technology does not affect productivity and quality through its proper application.

Question 28

The more efficient the tools and methods,the more quality and productivity will benefit.

Question 29

Natural forces can make things cheaper or more expensive.

Question 30

Open-book management commits organizations and their people to continual learning.

Question 31

Middle managers are most active in planning and coordinating quality and productivity efforts.

Question 32

Reengineering applies only to organizations,and not individuals.

Question 33

A quality improvement team is usually a group of people from one functional area of the organization.

Question 34

Intrapreneurs are entreprenuerial individuals in companies.

Question 35

Laws can make a company's products more expensive to produce.

Question 36

A project improvement team analyses how they can improve the process.

Question 37

Within any market,the product to meet or beat in terms of design,manufacture,performance,and service is called a(n)__________.

A)accolade
B)benchmark
C)classic
D)dark house

Question 38

Research and development projects uncover information useful to create a variety of new materials,processes,and products.

Question 39

Quality features originate with an organization's __________.

A)external designers
B)users
C)customers
D)all of the above

Question 40

The kaizen approach calls for gradual but continual efforts.

Question 41

__________ commits organizations and their people to continual learning.

A)Intrapreneur
B)Entrepreneur
C)Open-book management
D)Management

Question 42

At universities and hospitals,TQM is known as:

A)leadership through quality.
B)total quality control.
C)continuous quality improvement.
D)managing total quality.

Question 43

The individual that is given credit for creating total quality management (TQM)is:

A)W.Edwards Deming.
B)Joseph M.Juran.
C)Philip B.Crosby.
D)Robert Costello.

Question 44

Which of the following is not one of the principles of TQM?

A)Quality improvements create productivity gains.
B)Process-control techniques are used to prevent defects.
C)Quality is determined by product design and achieved by effective process controls.
D)Relationships with suppliers are short term and are quality-oriented.

Question 45

The relationship between the amount of input needed to produce a given amount of output and the output itself,usually expressed as a ratio,is:

A)productivity.
B)input/output values.
C)production analysis.
D)correlational studies.

Question 46

Statistical process control (SPC)is the use of tools and methods to determine if a process is in control (____________)or out of control (____________).

A)operating;not operating
B)qualified;quantified
C)predictable;unpredictable
D)acceptable;unacceptable

Question 47

Joseph M.Juran cautions that moving toward improvement means __________.

A)downsizing
B)change
C)employee empowerment
D)profitability

Question 48

Consultants Treacy and Wiersema believe that companies that please their customers commit to ____________.

A)short-term focus on customer response
B)long-term customer intimacy
C)high quality production orientation
D)customer management relationships

Question 49

Commitment to productivity and quality improvements means changes in __________.

A)approaches
B)methods
C)approaches and methods
D)none of the answers are correct

Question 50

Joseph Juran's list of rules to minimize resistance to change within an organization include the following except:

A)provide participation.
B)provide enough time.
C)treat people with dignity.
D)have excess baggage in proposals.

Question 51

A group of employees usually in charge of an ongoing process is a:

A)quasi team.
B)cross-functional team.
C)permanent team.
D)task force.

Question 52

What technique is used to keep employees aware of changes in the critical numbers used to measure a company's processes?

A)scoreboarding
B)benchmarks
C)self-help seminars
D)empowerment

Question 53

The seven-step TQM model developed by the Department of Defense in 1988 is specifically designed to ultimately:

A)establish action plans.
B)improve performance.
C)define mission statements.
D)set standards.

Question 54

__________ exert by far the greatest influence on the quality of a product or service and its productivity.

A)Suppliers
B)Partners
C)Employees
D)Customers

Question 55

Within the TQM environment,suppliers and customers are thought of as ________ partners.

A)absolute
B)buying
C)controllable
D)external

Question 56

A strategy for continuously improving performance at every level,and in all areas of responsibility is called:

A)total quality control
B)total quality product
C)total quality management
D)total systems approach

Question 57

The highly recognized advocate of TQM who believed improving quality caused a chain reaction of benefits is:

A)Joseph M.Juran.
B)Walter A.Shewhart.
C)Philip B.Crosby.
D)W.Edwards Deming.

Question 58

After all bills are paid,the financial "remains" from sales result in:

A)long-term commitments.
B)quality.
C)profitability.
D)financial obligations.

Question 59

Statistical process control (SPC)is the use of statistical tools and methods associated directly with:

A)statistical quality control (SQC).
B)total quality management.
C)continuous-improvement process (CIP).
D)total quality control (TQC).

Question 60

Philip B.Crosby's quality philosophy is centered around __________.

A)economics
B)control
C)DIRFT
D)production

Question 61

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
entrepreneur

Question 62

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
quality audit

Question 63

By combining jidoka,the continuous flow assembly,and the pull system,Ohno developed what is now called which of the following?

A)FPJ
B)TPS
C)CSP
D)PSJ

Question 64

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
productivity

Question 65

Toyota started its first U.S.sales operation in _____ in Hollywood,CA.

A)1957
B)1967
C)1977
D)prior to 1957

Question 66

Nonhuman resources and how they are processed are the primary concerns of management when analyzing:

A)internal influences.
B)externalities.
C)scientific management.
D)bureaucratic management.

Question 67

Quality of outputs is directly related to the quality of __________.

A)supplies
B)materials
C)customers
D)inputs

Question 68

__________ is the world's most profitable automobile manufacturer.

A)Ford
B)GM
C)Honda
D)Toyota

Question 69

Toyota's first plant manager studied Ford's production system and ___________ before developing his plant.

A)the U.S.supermarket system
B)Wal-Mart's supply chain
C)the U.S.economy
D)focus groups

Question 70

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
empowerment

Question 71

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
the 10% rule

Question 72

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
Robert Costello

Question 73

Positive partnerships with vendors and suppliers are based on ____________ and ____________.

A)time,commitment
B)quality,price
C)needs,desires
D)openness,trust

Question 74

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
quality circle

Question 75

The Toyota Way is composed of which of the following? the organization

A)continuous improvement
B)respect for people
C)both of the answers are correct
D)none of the answers are correct

Question 76

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
open book management

Question 77

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
project improvement team

Question 78

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
quality

Question 79

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
benchmark

Question 80

MATCHING
Match the options below with the correct phrases:
a. a temporary team
b. the ability of a product or service to meet or exceed customer expectations
c. solving quality problems before the design phase
d. their purpose is to make a project better
e. the sharing of information and decision making
f. a relationship of inputs needed to produce outputs
g. the product to meet or beat in terms of design and service
h. determines if customer requirements are being met
i. requires individuals to think in terms of process
j. a way to structure innovation
k. created TQM
l. someone who starts and assumes the risk of a business
m. commits organizations and their people to continual learning and requires that well-trained people be allowed to apply, without fear, what they learn
n. informing employees of changes in the critical numbers used to measure a company's processes
quality function deployment (QFD)