Test bank for quality and performance excellence 8th edition by evans

False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence KEYWORDS: Bloom'

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1 The view of quality as the satisfaction of customer needs is often called fitness for use.

a True

b False

DIFFICULTY: Difficulty: Easy

ACCREDITING STANDARDS: BUSPROG: Analytic

DISC: Operations Management

TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence

KEYWORDS: Bloom's: Knowledge

2 Since quality relates to goods or services, both only for-profit and non-profit organizations can benefit from adoptingperformance excellence procedures

a True

b False

3 “Scientific management” involved skilled craftspeople who served both as manufacturers and inspectors, buildingquality into their products

a True

b False

TOPICS: DESC.EVAL.17.01.03 A Brief History

4 After World War II, the first country to adopt quality initiatives and improvement in industry was Japan

a True

b False

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5 The Deming Prize was constituted by the United States to raise awareness of quality and recognize national rolemodels.

a True

b False

6 A successful organization is one which integrates quality principles with its mundane daily work activities

a True

b False

TOPICS: DESC.EVAL.17.01.04 Quality in Organizations

7 In quality control, tolerances are unacceptable deviations from the values assigned to the targets

a True

b False

8 The five dimensions of service quality include reliability, assurance, tangibles, empathy, and responsiveness

a True

b False

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9 A difference between service and manufacturing is that manufacturing is performed away from the customer

whereas customers are involved in the service process

a True

b False

10 Not-for-profit organizations are adopting quality principles because of their impact on the bottom line

a True

b False

11 From a total quality perspective, all strategic decisions a company makes are “customerdriven.”

a True

b False

TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance

Excellence

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12 Total Quality views everyone inside the enterprise as a customer of an internal or external supplier and a supplier

of an external or internal customer.

a True

b False

Excellence

13 Employee engagement is manifest by empowerment

a True

b False

Excellence

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Excellence

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18 The fundamental objective of a supply chain is to provide the right product in the right quantity at the right place at the right time.

a True

b False

Excellence

19 A firm that is characterized by flexibility and short cycle times is considered to be agile.

a True

b False

Excellence

20 Agency theory views the management system as one based on social and human values, whereas total quality isbased on an economic perspective

a True

b False

TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory

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21 Agency theory suggests that information may be concealed to advance self-interests.

a True

b False

22 Agency theory assumes that risks are not to be minimized and shared between the two parties

a True

b False

23 Leaders in agency theory provide a quality vision and play a strategic role in the organization

a True

b False

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

a True

b False

TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models

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25 In the organismic model of organizations, work is reduced to elementary tasks with a focus on efficiency, conformity,and compliance.

a True

b False

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

a True

b False

27 The organismic model of organizations views an organization as a tool or a machine designed solely to create profitsfor its owners

a True

b False

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28 In the cultural organizational model, managers relinquish control and share power in order to meet the needs of themany individuals.

a True

b False

29 In the cultural organizational model, learning needs are driven by adaptation to environmental forces instead of inresponse to individual needs

a True

b False

30 The term _ refers to an integrated approach to organizational performance management that results in delivery

of ever-improving value to customers and stakeholders, contributing to organizational sustainability

a fitness for use

b performance excellence

c gap analysis

d accreditation

DISC: Operational Management

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32 _ introduced statistical quality control to Japanese workers after World War II as part of General MacArthur’srebuilding program

a Noriaki Kano

b F.W Taylor

c Malcolm Baldrige and Henry Ford

d Edwards Deming and Joseph Juran

33 The prize constituted by Japan to recognize quality initiatives in business is named after _

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34 In 1987, Congress established the _ to raise awareness of quality and recognize national role models, spawning

a remarkable interest in quality among American businesses

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

DIFFICULTY: Difficulty: Moderate

36 As part of the evolving understanding of quality management, many began to use the term _ to contrast thedifference between managing for quality in all organizational processes and focusing solely on manufacturing quality

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

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

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40 With respect to the quality dimensions of manufactured products, _ refer(s) to a product’s primary operatingcharacteristics.

41 With respect to the quality dimensions of manufactured products, _ refer(s) to the probability of a product’ssurviving over a specified period of time under stated conditions of use

42 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

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43 With respect to the quality dimensions of manufactured products, _ refer(s) to the ability to repair a productquickly and easily.

44 With respect to the quality dimensions of manufactured products, _ deals with how a product looks, feels,sounds, tastes, or smells

45 Which of the following is true of the service sector as opposed to manufacturing firms?

a Service firms usually maintain inventory registers

b A service firm considers that all customer needs are the same

c The output of a service firm is intangible

d Service firms require a physical production site

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

KEYWORDS: Bloom's: Comprehension

47 _ is an important dimension associated with service quality

48 The _ is the highest award given to executive branch agencies for management excellence

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