Performance excellence can be defined as “any primary or complementary activity that does not directly produce a physical product.” Answer: False AACSB: Analytic Page: 15 6.. Answer: Tru
Trang 1CHAPTER 1 INTRODUCTION TO QUALITY AND PERFORMANCE EXCELLENCE TRUE/FALSE QUESTIONS
1 The view of quality as the satisfaction of customer needs is often called fitness for
use
Answer: True
AACSB: Analytic
Page: 6
2 Pursuant to the development of “scientific management,” quality control was
carried out by skilled craftspeople, who served both as manufacturers and
inspectors, building quality into their products
Answer: False
AACSB: Analytic
Page: 10
3 In 1984, the U.S Government designated November as the National Quality
Month
Answer: True
AACSB: Analytic
Page: 11
4 Tolerances are acceptable deviations from targets
Answer: True
AACSB: Analytic
Page: 15
5 Performance excellence can be defined as “any primary or complementary
activity that does not directly produce a physical product.”
Answer: False
AACSB: Analytic
Page: 15
6 Unlike services, manufacturing is performed away from the customer
Answer: True
AACSB: Reflective Thinking
Page: 16
Trang 27 For an airline company, “on time arrival” for an airline is a measure of service
performance while frequent flyer awards and “business class” sections represent features
Answer: True
AACSB: Reflective Thinking
Page: 17
8 Not-for-profit organizations are adopting quality principles because of their
impact on the bottom line
Answer: False
AACSB: Reflective Thinking
Page: 21
9 From a total quality perspective, all strategic decisions a company makes are
“customer-driven.”
Answer: True
AACSB: Reflective Thinking
Page: 23
10 TQ views everyone inside the enterprise as a customer of an internal or external
supplier and a supplier of an external or internal customer
Answer: True
AACSB: Reflective Thinking
Page: 23
11 The “voice of the customer” refers to both near-term and longer-term customer
needs and expectations
Answer: True
AACSB: Analytic
Page: 24
12 The traditional way of viewing an organization is by surveying the horizontal
dimension
Answer: False
AACSB: Reflective Thinking
Page: 24
Trang 313 “Continuous improvement” refers to both incremental and “breakthrough”
improvement
Answer: True
AACSB: Analytic
Page: 26
14 Considering the three classes of needs suggested by Noriaki Kano, the required
safety features in an automobile is an example of a satisfier
Answer: False
AACSB: Reflective Thinking
Page: 26
15 Process time refers to the time it takes to accomplish one cycle of a process
Answer: False
AACSB: Analytic
Page: 27
16 A firm that is characterized by flexibility and short cycle times is considered to be
agile
Answer: True
AACSB: Reflective Thinking
Page: 27
17 Employee engagement is manifest by empowerment
Answer: True
AACSB: Reflective Thinking
Page: 28
18 Competitive behavior—one person against another or one group against another
—is one of the basic principles of TQ
Answer: False
AACSB: Diversity
Page: 29
19 Agency theory views the management system as one based on social and human
values, whereas total quality is based on an economic perspective
Answer: False
AACSB: Reflective Thinking
Page: 35
Trang 420 Agency theory suggests that information may be concealed to advance
self-interests
Answer: True
AACSB: Reflective Thinking
Page: 36
21 Agency theory assumes that risks are to be minimized and shared between the two
parties
Answer: True
AACSB: Reflective Thinking
Page: 37
22 In the organismic model, organizations are autonomous entities
Answer: False
AACSB: Reflective Thinking
Page: 37
23 In the organismic model of organizations, work is reduced to elementary tasks
with a focus on efficiency, conformity, and compliance
Answer: False
AACSB: Reflective Thinking
Page: 37
24 The mechanical organizational model assumes that systems goals, such as the
need to survive, displace performance goals, such as profit
Answer: False
AACSB: Reflective Thinking
Page: 37
25 In the cultural organizational model, managers relinquish control and share power
in order to meet the needs of the many individuals
Answer: True
AACSB: Diversity
Page: 39
MULTIPLE CHOICE QUESTIONS
Trang 526 The term _ refers to an integrated approach to organizational performance
management that results in delivery of ever-improving value to customers and stakeholders
a fitness for use
b exceeding customer expectations
c performance excellence
d empowerment
Answer: C
AACSB: Analytic
Page: 6-7
27 Which of the following statements is not true regarding the history of quality in
organizations?
a Before the Industrial Revolution, skilled craftspeople served both as
manufacturers and inspectors
b Statistical approaches to quality control had their origins at General Electric
c Scientific management led to “quality control” which basically meant the separation of good from the bad product
d Deming and Juran introduced statistical quality control to Japan as part of General MacArthur’s rebuilding program
Answer: B
AACSB: Analytic
Page: 10
28 _ was the first non-Japanese company to win Japan’s coveted Deming Prize
for quality
a Florida Power and Light
b General Electric
c Bell Telephone Laboratories
d Ford Motor Company
Answer: A
AACSB: Analytic
Page: 11
29 As part of the evolving understanding of quality management, many began to use
the term _ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality - _
a strategic quality; operational quality
b macro-quality; micro-quality
c Big Q; Little Q
d total quality; product quality
Answer: C
AACSB: Analytic
Trang 6Page: 12
30 _ refer(s) to the “bells and whistles” of a product
a Aesthetics
b Conformance
c Features
d Benefits
Answer: C
AACSB: Reflective Thinking
Page: 14
31 _ refers to the degree to which physical and performance characteristics of a
product match preestablished standards
a Conformance
b Features
c Performance
d Reliability
Answer: A
AACSB: Reflective Thinking
Page: 14
32 _ is the subjective assessment resulting from image, advertising, or brand
names
a Reliability
b Perceived quality
c Performance
d Aesthetics
Answer: B
AACSB: Reflective Thinking
Page: 14
33 Quality control in manufacturing is usually based on:
a Six Sigma standards
b equipment standards
c customer expectations
d conformance to specifications
Answer: D
AACSB: Analytic
Page: 15
Trang 734 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?
a Between 0.090 and 0.100
b Between 0.900 and 0.010
c Between 9.500 and 1.005
d Between 0.009 and 0.001
Answer: A
AACSB: Reflective Thinking
Page: 15
35 Which of the following is not a difference in the management of quality in
services and manufacturing?
a Customer needs and performance standards are often difficult to identify and measure
b The production of services typically requires a higher degree of customization than does manufacturing
c Customers often are involved in the service process and present while it is being performed
d Services are generally capital intensive, whereas manufacturing is more labor intensive
Answer: D
AACSB: Reflective Thinking
Page: 16
36 Which of the following is not one of the critical service dimensions?
a Conformity
b Consistency
c Courtesy
d Accessibility
Answer: A
AACSB: Analytic
Page: 17
37 _ is the term used in the health care profession to denote quality initiatives
methods
a Total health quality
b Continuous quality improvement
c Medical quality improvement
d Comprehensive health initiative
Answer: B
AACSB: Analytic
Page: 19
Trang 838 The _ is the highest award given to executive branch agencies for
management excellence
a Deming Prize
b Malcolm Baldrige Award
c National Quality Improvement Award
d President’s Quality Award
Answer: D
AACSB: Analytic
Page: 21
39 In 1992, the chairs and CEOs of nine major U.S corporations in cooperation with
deans of business and engineering departments of major universities, and
recognized consultants endorsed a definition of _ as a people-focused
management system that aims at continual increase in customer satisfaction at continually lower real cost
a Performance excellence
b Total quality
c Six Sigma
d Continuous improvement
Answer: B
AACSB: Analytic
Page: 22
40 Which of the following is not one of the basic principles of total quality?
a Customer and stakeholder focus
b Employee engagement and teamwork
c Management by objectives
d A view of performance excellence as an integrated system
Answer: C
AACSB: Analytic
Page: 22
41 In a total quality environment, internal customers are the:
a customers who are part of the product testing panel
b immediate customers, but not the end users
c recipients of any work output
d designated team members of the quality control team
Answer: C
AACSB: Reflective Thinking
Page: 23
Trang 942 A(n) _ is a sequence of activities that is intended to achieve some result.
a process
b operation
c methodology
d array
Answer: A
AACSB: Analytic
Page: 24
43 Noriaki Kano suggests that three classes of customer needs exist Which of the
following is not one of them?
a Essentials
b Dissatisfiers
c Delighters/exciters
d Satisfiers
Answer: C
AACSB: Analytic
Page: 26
44 _ refer to those needs that are expected in a product or service
a Essentials
b Dissatisfiers
c Delighters/exciters
d Satisfiers
Answer: A
AACSB: Analytic
Page: 26
45 _ are the needs that customers say they want
a Essentials
b Dissatisfiers
c Delighters/exciters
d Satisfiers
Answer: D
AACSB: Analytic
Page: 26
46 The importance of Noriaki Kano’s classification is realizing that although _
are relatively easy to determine through routine marketing research, special effort
is required to elicit customer perceptions about _
a dissatisfiers; satisfiers
Trang 10b delighters; exciters
c satisfiers; dissatisfiers
d delighters; satisfiers
Answer: C
AACSB: Analytic
Page: 27
47 Over time, _ become _ as customers become used to them
a delighters/exciters; satisfiers
b dissatisfiers; satisfiers
c satisfiers; delighters/exciters
d dissatisfiers; delighters/exciters
Answer: A
AACSB: Reflective Thinking
Page: 27
48 Sylvia orders a security system to be installed at her house After placing the
order, the company took three days to install it The time taken for the order to be delivered is referred to as:
a delivery time
b execution gap
c turnaround time
d cycle time
Answer: D
AACSB: Reflective Thinking
Page: 27
49 McGregor’s Theory X model of motivation says that:
a workers dislike work and require close supervision and control
b workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work
c workers are motivated mainly by monetary progress and replenishments
d workers are motivated if they are part of a motivated team
Answer: A
AACSB: Analytic
Page: 28
50 Which of the following is not a classification of teamwork?
a Vertical
b Horizontal
c Interorganizational
d Multiorganizational
Trang 11Answer: D
AACSB: Analytic
Page: 29
51 At the _ level, data provide real-time information to identify reasons for
variation, determine root causes, and take corrective action as needed
a work
b process
c strategic
d organizational
Answer: A
AACSB: Reflective Thinking
Page: 31
52 Which of the following is not performance data at the process level?
a Yields
b Cycle times
c Productivity measures
d Market indicators
Answer: D
AACSB: Analytic
Page: 31
53 Agency theory makes the assumption that individuals in agency relationships are:
a utility maximizers
b negotiators
c type A individuals
d type X individuals
Answer: A
AACSB: Analytic
Page: 35
54 _ is a central issue in agency theory, because it is a primary mechanism used
by both parties to maintain and govern the relationship
a Motivation
b Monitoring
c Authority
d Hierarchy
Answer: B
AACSB: Analytic
Page: 35
Trang 1255 Which of the following is not true regarding the agency theory?
a It takes a long-term perspective based on continuous improvement
b It is based on an economic perspective
c It propounds the belief that people are self-interested and opportunistic
d It suggests that information may be concealed to advance self-interests Answer: A
AACSB: Analytic
Page: 36-37
56 In the _ organizational model, work is reduced to elementary tasks with a
focus on efficiency, conformity, and compliance
a mechanistic
b organismic
c environmental
d cultural
Answer: A
AACSB: Analytic
Page: 37
57 The _ model assumes that systems goals, such as the need to survive,
displace performance goals, such as profit
a mechanistic
b organismic
c environmental
d cultural
Answer: B
AACSB: Analytic
Page: 37
58 Which model does Total Quality share most similarities with?
a Mechanistic
b Organismic
c Environmental
d Cultural
Answer: B
AACSB: Reflective Thinking
Page: 37
59 The _ model views an organization as a collection of cooperative agreements
entered into by individuals with free will
a mechanistic
b organismic
Trang 13c environmental
d cultural
Answer: D
AACSB: Analytic
Page: 38
60 In the cultural model, all of the following are true except:
a managers take on a more distinctive leadership role
b employees have greater voice in establishing organizational goals
c all structural decisions are value-based
d learning needs are driven by adaptation to environmental forces
Answer: D
AACSB: Reflective Thinking
Page: 39
ESSAY QUESTIONS
61 What is performance excellence?
Answer: The term performance excellence 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; improvement of overall organizational effectiveness and
capabilities; and organizational and personal learning Performance excellence is
a characteristic of today’s most outstanding organizations and is a requisite for providing high quality goods and services
AACSB: Reflective Thinking
Page: 6-7
62 Describe the significance of Big Q and Little Q
Answer: Despite quality initiatives on defect reductions, organizations began to recognize that lasting improvement could not be accomplished without significant attention to the quality of the management practices used on a daily basis In other words, they recognized that the “quality of management” is as important as the
“management of quality.” This led to the use of the terms Big Q and Little Q to contrast the difference between managing for quality in all organizational
processes (Big Q) and focusing solely on manufacturing quality (Little Q)
AACSB: Reflective Thinking
Page: 12
63 Briefly describe the quality dimensions of manufactured products
Trang 14Answer: Manufactured products have several quality dimensions including the following:
Performance: a product’s primary operating characteristics
Features: the “bells and whistles” of a product
Reliability: the probability of a product’s surviving over a specified period
of time under stated conditions of use
Conformance: the degree to which physical and performance
characteristics of a product match preestablished standards
Durability: the amount of use one gets from a product before it physically deteriorates or until replacement is preferable
Serviceability: the ability to repair a product quickly and easily
Aesthetics: how a product looks, feels, sounds, tastes, or smells
Perceived quality: subjective assessment resulting from image,
advertising, or brand names
AACSB: Reflective Thinking
Page: 14
64 Describe in brief the most important dimensions of service quality
Answer: The most important dimensions of service quality are the following:
Time: How much time must a customer wait?
Timeliness: Will a service be performed when promised?
Completeness: Are all items in the order included?
Courtesy: Do frontline employees greet each customer cheerfully?
Consistency: Are services delivered in the same fashion for every
customer, and every time for the same customer?
Accessibility and convenience: Is the service easy to obtain?
Accuracy: Is the service performed right the first time?
Responsiveness: Can service personnel react quickly and resolve
unexpected problems?
AACSB: Reflective Thinking
Page: 17
65 What are the points organizations have to look into beyond product orientation to
ensure service quality?
Answer: Service organizations must look beyond product orientation and pay significant attention to customer transactions and employee behavior Several points that service organizations should consider are as follows:
The quality characteristics that a firm should control may not be the obvious ones
Behavior is a quality characteristic
Image is a major factor in shaping customer expectations of a service and
in setting standards by which customers evaluate that service
Establishing and measuring service levels may be difficult