Test Bank Managing for Quality and Performance Excellence, 10th Edition James Evans A+

$35.00
Test Bank Managing for Quality and Performance Excellence, 10th Edition James Evans A+

Test Bank Managing for Quality and Performance Excellence, 10th Edition James Evans A+

$35.00
Test Bank Managing for Quality and Performance Excellence, 10th Edition James Evans A+

1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

2. The transcendent definition of quality was first defined as the goodness of a product.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

3. According to the product perspective of quality, a smaller number of product attributes are equivalent to higher quality.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

4. The user perspective of quality judges a product based on how well the product performs its intended function.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

5. According to the manufacturing perspective of quality, quality is based on the consistency between goods and services.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

6. Inspection was the primary means of quality control during the first half of the twentieth century.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Knowledge

7. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Comprehension

8. Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Comprehension

9. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front-line employees.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Knowledge

10. It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want, and the prices they are willing to pay for those products.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

11. The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

12. The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

13. The inspection step in manufacturing should ideally be used as a means of gathering information that can be used to improve quality of the products rather than simply to remove defective items.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

14. If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

15. The production of services typically requires a lower degree of customization than does manufacturing.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Information Technologies

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

16. Services cannot be inventoried or inspected prior to delivery as manufactured goods.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

17. Manufacturing is generally more labor intensive compared to services.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

18. Services are produced prior to consumption.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

19. Customers evaluate a service primarily by the quality of the human contact.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

A-head: Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

20. The quality assurance team in a firm is only partly responsible for ensuring that the products produced meet the required quality specifications.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.05 Quality in Business Support Functions

KEYWORDS:

Bloom's: Comprehension

21. The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.05 Quality in Business Support Functions

KEYWORDS:

Bloom's: Knowledge

22. High quality of products is an important source of competitive advantage for organizations.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Knowledge

23. Instituting a strategy of quality improvement usually helps to increase short-run profitability.

a.

True

b.

False

ANSWER:

False

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Comprehension

24. Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.07 Quality and Personal Values

KEYWORDS:

Bloom's: Knowledge

25. Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to do in order to provide extraordinary service to a customer.

a.

True

b.

False

ANSWER:

True

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.07 Quality and Personal Values

KEYWORDS:

Bloom's: Knowledge

26. Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?

a.

Product perspective

b.

Value perspective

c.

Transcendent perspective

d.

Manufacturing perspective

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

27. Which of the following is true of the transcendent or judgmental perspective of quality?

a.

It is of little practical value to the managers, as standards of excellence vary considerably among individuals.

b.

It provides a precise and universally acceptable definition for quality.

c.

It defines quality on the basis of the relationship of product benefits to price.

d.

It provides a means by which quality can be measured or assessed as a basis for practical business decisions.

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

28. A consumer electronics company introduced a new music system into the market with multiple features like built in alarm, mobile and iPod charger, radio and many more. The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.

a.

value

b.

user

c.

product

d.

transcendent

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
BUSPROG: Reflective Thinking
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Application

29. Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function?

a.

Value perspective

b.

Product perspective

c.

User perspective

d.

Manufacturing perspective

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

30. The value perspective defines quality of a product on the basis of:

a.

the ability of the product to perform its intended function.

b.

the relationship of product benefits to price.

c.

the quantity of some product attribute.

d.

the product’s conformance to its specifications.

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

31. Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.

a.

user

b.

product

c.

value

d.

manufacturing

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
BUSPROG: Reflective Thinking
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Application

32. Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?

a.

Manufacturing perspective

b.

User perspective

c.

Value perspective

d.

Transcendent perspective

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

33. The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.

a.

value

b.

transcendent

c.

manufacturing

d.

customer

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

34. The ultimate purchaser of a product or service is referred to as a(n) _____.

a.

supplier

b.

external customer

c.

consumer

d.

internal customer

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

35. Shenzen Electronics, a cell phone manufacturing company, buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) _____.

a.

consumer

b.

supplier

c.

external customer

d.

internal customer

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
BUSPROG: Reflective Thinking
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Application

36. Which of the following is true regarding internal customers of an organization?

a.

They buy products or services for their own personal use.

b.

They receive goods or services from suppliers within the organization.

c.

They are the ultimate purchasers of a product or service.

d.

They do not add any value to the product before it reaches the consumer.

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

37. Customers generally view quality from the _____ perspective.

a.

user

b.

manufacturing

c.

value

d.

transcendent

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

38. Which of the following perspectives of quality is most likely to be meaningful to people who work in marketing because they are responsible for determining the needs and expectations of the customers?

a.

User perspective

b.

Manufacturing perspective

c.

Value perspective

d.

Transcendent perspective

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

A-head: Defining Quality

KEYWORDS:

Bloom's: Knowledge

39. The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services.

a.

manufacturing

b.

design

c.

marketing

d.

distribution

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

40. Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?

a.

User perspective

b.

Customer perspective

c.

Product perspective

d.

Manufacturing perspective

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

41. Which of the following perspectives of quality provides the basis for coordinating the entire value chain?

a.

Customer perspective

b.

User perspective

c.

Transcendent perspective

d.

Value perspective

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Knowledge

42. Which of the following is true of quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution?

a.

Inspection was the primary means of quality control.

b.

Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output.

c.

Ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products.

d.

Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Comprehension

43. The concept of total quality is defined as a(n):

a.

customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.

b.

people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.

c.

structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.

d.

integrated approach to organizational performance management that results in lower consumption of resources.

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Comprehension

44. Which of the following is true regarding the six-sigma approach to quality improvement?

a.

It does not address problems involving cost reduction and efficiency.

b.

It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation.

c.

It become less effective in addressing problems related to quality and efficiency if the six sigma tools are combined with lean tools from the Toyota production system.

d.

It focuses entirely on the training and education of managers and not the front-line employees and the technical staff in the organization.

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Comprehension

45. The marketing and sales department in an organization contributes to the quality of the product by:

a.

bringing together technical staffs from both the buyer’s and supplier's companies to design products and solve technical problems.

b.

designing and maintaining the tools used in manufacturing and inspection of goods.

c.

learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

d.

ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Comprehension

46. The purchasing department helps a firm in achieving quality by:

a.

defining long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

b.

ensuring that the products are assembled correctly and eliminating the causes that can lead to defects or errors in the final product.

c.

collaborating with product design engineers to develop realistic specifications for the product.

d.

providing quality-improvement training to suppliers.

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Comprehension

47. Who among the following in an organization are responsible for selecting appropriate technologies, equipment, and work methods for producing quality products?

a.

Production workers

b.

Industrial engineers

c.

Salespeople

d.

Tool engineers

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

48. Which of the following functions in the manufacturing system is responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demand?

a.

Product design and engineering

b.

Manufacturing and assembly

c.

Production planning and scheduling

d.

Industrial engineering and process design

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Knowledge

49. The inspection and testing function in a manufacturing system contributes to the quality of the product by:

a.

gathering information that can be used to improve the quality of the products.

b.

selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.

c.

designing and maintaining the tools used in manufacturing of products.

d.

selecting appropriate technologies, equipment, and work methods for producing quality products.

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.03 Quality in Manufacturing

KEYWORDS:

Bloom's: Comprehension

50. The production of services differs from manufacturing as services:

a.

can be inspected prior to delivery.

b.

require lesser customization compared to manufactured goods.

c.

produce outputs that are mostly intangible.

d.

are less labor intensive and involve minimal human interaction.

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Comprehension

51. Which of the following is true regarding production of services?

a.

Compared to manufacturing, it is easier for service organizations to identify and measure customers’ needs and performance standards as they involve human contact.

b.

The production of services typically requires a lower degree of customization than does manufacturing.

c.

Compared to manufacturing, production of services is typically less labor intensive.

d.

Services are produced and consumed simultaneously

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Comprehension

52. Customers evaluate a service primarily by the:

a.

speed of the service.

b.

accuracy of the service.

c.

quality of the human contact.

d.

degree of customization offered by the service.

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Knowledge

53. Which of the following is a negative impact of information technology on the customer service provided by service organizations?

a.

It has increased the labor intensity involved in the production of services.

b.

It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.

c.

It has decreased the speed of service.

d.

It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Comprehension

54. The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.

a.

marketing and sales

b.

manufacturing and assembly

c.

legal services

d.

finance and accounting

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.05 Quality in Business Support Functions

KEYWORDS:

Bloom's: Knowledge

55. Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with the rules and regulations?

a.

Marketing and sales

b.

Tool engineering

c.

Legal services

d.

Finance and accounting

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.05 Quality in Business Support Functions

KEYWORDS:

Bloom's: Knowledge

56. The quality assurance function helps to achieve quality by:

a.

ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries.

b.

ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation.

c.

providing special statistical studies and analyses to the manufacturing or business support functions.

d.

authorizing sufficient budgeting for equipment, training, and other means of assuring quality.

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.05 Quality in Business Support Functions

KEYWORDS:

Bloom's: Comprehension

57. Which of the following terms best represents a firm’s ability to achieve market superiority?

a.

Flexibility

b.

Competitive advantage

c.

Quality assurance

d.

Agility

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Knowledge

58. The book “Quality Is Free” is written by _____.

a.

Joseph Juran

b.

Edwards Deming

c.

Malcolm Baldrige

d.

Philip Crosby

ANSWER:

d

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Knowledge

59. Improved conformance in production or service delivery tends to increase profitability as:

a.

it helps in differentiating the product from its competitors and improves the perceived value of the product.

b.

it ensures that the services are performed according to the convenience of the customer.

c.

it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

d.

it leads to improved employee motivation.

ANSWER:

c

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Comprehension

60. Organizations can ensure that the quality is rooted in their culture by:

a.

internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.

b.

encouraging employees to do more than what they are expected to do through reward programs.

c.

ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.

d.

allotting sufficient budget for equipment, training, and other means of assuring quality.

ANSWER:

a

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.07 Quality and Personal Values

KEYWORDS:

Bloom's: Comprehension

61. Explain the significance of integrating different quality perspectives in the value chain.

ANSWER:

Individuals in different business functions speak different languages. Thus, different quality perspectives at different points in the value chain are important to ultimately create and deliver goods and services that will satisfy customers’ needs and expectations. The customer is the driving force for the production of goods and services, and customers generally view quality from either the transcendent or the product perspective.
The goods and services produced should meet customers’ needs and expectations. It is the role of the marketing function to determine these. Hence, the user perspective of quality is meaningful to people who work in marketing.
The manufacturer must translate customer requirements into detailed product and process specifications. Making this translation is the role of research and development, product design, and engineering. Product specifications might address such attributes as size, form, finish, taste, dimensions, tolerances, materials, operational characteristics, and safety features. Process specifications indicate the types of equipment, tools, and facilities to be used in production. Product designers must balance performance and cost to meet financial and marketing objectives; thus, the value perspective of quality is most useful at this stage.
The manufacturing function is responsible for guaranteeing that design specifications are met during production and that the final product performs as intended. Thus, for production workers, quality is defined by the manufacturing perspective.
Throughout the value chain, each function is an internal customer of others, and the firm itself may be an external customer or supplier to other firms. Thus, the customer perspective provides the basis for coordinating the entire value chain.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.01 Defining Quality

KEYWORDS:

Bloom's: Comprehension

62. Discuss the “quality revolution” that took place in the United States after 1960s.

ANSWER:

During the 1950s and 1960s, when “made in Japan” was associated with inferior products, U.S. consumers purchased domestic goods and accepted their quality without question. During the 1970s, however, increased global competition and the availability of higher-quality foreign products led U.S. consumers, armed with increased access to information, to consider their purchasing decisions more carefully and to demand high quality and reliability in goods and services at a fair price. The decade of the 1980s was a period of remarkable change and growing awareness of quality by consumers, industry, and government. As technology advanced and products became more complex, the likelihood of a quality problem increased. Government safety regulations, product recalls, and the rapid increase in product-liability judgments changed society’s attitude from “let the buyer beware” to “let the producer beware.” Businesses began to recognize that quality was vital to their survival. Quality became recognized as a key to worldwide competitiveness and was heavily promoted throughout industry. Most major U.S. firms instituted extensive quality improvement campaigns, directed not only at improving internal operations, but also toward satisfying external customers.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.02 History of Quality Management

KEYWORDS:

Bloom's: Knowledge

63. Explain the role of information technology in service industries.

ANSWER:

Many service industries exploit information technology to achieve high customer service. Information technology systems helps to save time, improve accuracy by standardizing the order-taking, billing, and inventory procedures and reducing the need for handwriting. Credit authorizations, which once took several minutes by telephone, are now accomplished in seconds through computerized authorization systems. It allows businesses to maintain a database of individual customer preferences, previous difficulties, family and personal interests, and preferred credit cards. Information technology has had a huge impact on e-commerce. Customers can shop for almost any product; configure, price, and order computer systems; and take virtual test drives of automobiles and select from thousands of possible combinations of options on the Internet in the convenience of their homes. Information technology can be used to develop and enhance customer relationships. However, while information technology reduces labor intensity and increases the speed of service, it can have adverse effects on other dimensions of quality due to reduced personal interaction between the customers and the organization.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.04 Quality in Service Organizations

KEYWORDS:

Bloom's: Comprehension

64. How do quality of design and conformance influence the profitability of an organization?

ANSWER:

Profitability is driven by both the quality of design and conformance. Improvements in design will differentiate the product from its competitors, improve a firm’s quality reputation, and improve the perceived value of the product. These factors allow the firm to command higher prices as well as to achieve a greater market share, which in turn leads to increased revenues that offset the costs of improving the design. Improved conformance in production or service delivery leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.06 Quality and Competitive Advantage

KEYWORDS:

Bloom's: Comprehension

65. Why is it important for organizations to internalize quality at the personal level?

ANSWER:

Organizations today, expect their employees to take more responsibility for acting as the point of contact between the organization and the customer, to be team players, and to provide better customer service. Quality begins with individual attitudes and behavior. Employees who embrace quality as a personal value often go beyond what they’re asked or normally expected to do in order to reach a difficult goal or provide extraordinary service to a customer. Personal quality is an essential ingredient to make quality happen in the workplace. Unless quality is internalized at the personal level, it will never become rooted in the culture of an organization.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Creation of Value

TOPICS:

DESC.EVAB.17.01.07 Quality and Personal Values

KEYWORDS:

Bloom's: Comprehension

66. Which of the following was the first plain-paper copier introduced in 1959?

a. Canon 980

b. Xerox 914

c. Kodak 114

d. IBM 800

ANSWER:

b

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

67. What was the reason for the competitive advantage of Xerox?

ANSWER:

The competitive advantage of Xerox was due to strong patents, a growing market, and little competition.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

68. What led to the fall of Xerox’s market share to less than 50 percent?

ANSWER:

Several Japanese companies introduced high-quality low-volume copiers, a market that Xerox had virtually ignored, and established a foundation for moving into the high-volume market. In addition, the Federal Trade Commission accused Xerox of illegally monopolizing the copier business. After negotiations, Xerox agreed to open approximately 1,700 patents to competitors. Xerox was soon losing market share to Japanese competitors, and by the early 1980s it faced a serious competitive threat from copy machine manufacturers in Japan. All these factors led to the fall of Xerox’s market share to less than 50 percent.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Comprehension

69. What is the quality policy of Xerox written by Kearns and 25 other top employees of Xerox?

ANSWER:

Kearns and the company’s top 25 managers wrote the Xerox Quality Policy, which states: Xerox is a quality company. Quality is the basic business principle for Xerox. Quality means providing our external and internal customers with innovative products and services that fully satisfy their requirements. Quality improvement is the job of every Xerox employee.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

70. What are the objectives of the Leadership Through Quality process?

ANSWER:

The Leadership Through Quality process had three objectives:
1. To instill quality as the basic business principle in Xerox, and to ensure that quality improvement becomes the job of every Xerox person.
2. To ensure that Xerox people, individually and collectively, provide our external and internal customers with innovative products and services that fully satisfies their existing and latent requirements.
3. To establish, as a way of life, management and work processes that enable all Xerox people to continuously pursue quality improvement in meeting customer requirements.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

A-Head: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Comprehension

71. What were the four goals that the Leadership Through Quality process was directed at achieving in all Xerox activities?

ANSWER:

Leadership Through Quality was directed at achieving four goals in all Xerox activities:

1. Customer Goal: To become an organization with whom customers are eager to do business.

2. Employee Goal: To create an environment where everyone can take pride in the organization and feel responsible for its success.

3. Business Goal: To increase profits and presence at a rate faster than the markets in which Xerox competes.

4. Process Goal: To use Leadership Through Quality principles in all Xerox activities.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Comprehension

72. How did Leadership Through Quality radically change the way Xerox did business?

ANSWER:

All activities, such as product planning, distribution, and establishing unit objectives, began with a focus on customer requirements. Benchmarking —identifying and studying the companies and organizations that best perform critical business functions and then incorporating those organizations’ ideas into the firm’s operations —became an important component of Xerox’s quality efforts. Xerox benchmarked more than 200 processes with those of noncompetitive companies. Measuring customer satisfaction and training were important components of the program. Every month, 40,000 surveys were mailed to customers, seeking feedback on equipment performance, sales, service, and administrative support. Any reported dissatisfaction was dealt with immediately and was usually resolved in a matter of days.When the program was instituted, every Xerox employee worldwide, and at all levels of the company, received the same training in quality principles. This training began with top management and filtered down through each level of the firm.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

73. Which was the first program at Xerox that linked managers with employees in a mutual problem-solving approach and served as a model for other corporations?

ANSWER:

Xerox had always had good relationships with its unions. In 1980, the company signed a contract with its principal union, the Amalgamated Clothing and Textile Workers, encouraging union members’ participation in quality improvement processes. It was the first program in the company that linked managers with employees in a mutual problem-solving approach and served as a model for other corporations.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

74. List some the most obvious impacts of the Leadership Through Quality program at Xerox.

ANSWER:

From the initiation of Leadership Through Quality until the point at which Xerox’s Business Products and Systems organization won the Malcolm Baldrige National Quality Award in 1989, some of the most obvious impacts of the Leadership Through Quality program included the following:
1. Reject rates on the assembly line fell from 10,000 parts per million to 300 parts per million.
2. Ninety-five percent of supplied parts no longer needed inspection; in 1989, 30 U.S. suppliers went the entire year defect-free.
3. The number of suppliers was cut from 5,000 to fewer than 500.
4. The cost of purchased parts was reduced by 45 percent.
5. Despite inflation, manufacturing costs dropped 20 percent.
6. Product development time decreased by 60 percent.
7. Overall product quality improved 93 percent.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Comprehension

75. What are the basic principles of Xerox which support its core value “We deliver quality and excellence in all we do”?

ANSWER:

The basic principles of Xerox which support its core value “We deliver quality and excellence in all we do” are:

1. Customer-focused employees, accountable for business results, are fundamental to our success.

2. Our work environment enables participation, speed, and teamwork based on trust, learning, and recognition.

3. Everyone at Xerox has business objectives aligned to the Xerox direction. A disciplined process is used to assess progress towards delivery of results.

4. Customer-focused work processes, supported by disciplined use of quality tools, enable rapid changes and yield predictable business results.

5. Everyone takes responsibility to communicate and act on benchmarks and knowledge that enable rapid change in the best interests of customers and shareholders.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

76. What are the key components of Xerox’s Lean Six Sigma?

ANSWER:

The key components of Xerox’s Lean Six Sigma are as follows:

1. Performance excellence process

• Supports clearer, simpler alignment of corporate direction to individual objectives

• Emphasizes ongoing inspection/assessment of business priorities

• Clear links to market trends, benchmarking, and Lean Six Sigma

• Supports a simplified “Baldrige-type” business assessment model

2. DMAIC (define, measure, analyze, improve, control) process

• Based on industry-proven Six Sigma approach with speed and focus

• Four steps support improvement projects, set goals

• Used to proactively capture opportunities or solve problems

• Full set of lean and Six Sigma tools

3. Market trends and benchmarking

• Reinforces market focus and encourages external view

• Disciplined approach to benchmarking

• Establishes a common four-step approach to benchmarking

• Encourages all employees to be aware of changing markets

• Strong linkage to performance excellence process and DMAIC

4. Behaviors and leadership

• Reinforces customer focus

• Expands interactive skills to include more team effectiveness

• Promotes faster decision making and introduces new meeting tool

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.09 Quality in Practice: The Evolution of Quality at Xerox

KEYWORDS:

Bloom's: Knowledge

77. What do today’s Chinese quality systems strongly emphasize?

ANSWER:

Today’s Chinese quality systems strongly emphasize tools, methodology and measurement, and place great importance on key quality management processes, including self-inspection, traceability, and recruiting and training of workers.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.10 Quality in Practice: Quality Practices in Modern China

KEYWORDS:

Bloom's: Knowledge

78. Describe the steps taken by Huawei’s senior management to become the “Toyota of the telecom industry.”

ANSWER:

Huawei’s senior management recently declared the company’s desire to be the “Toyota of the telecom industry.” To achieve this, Huawei has studied Western telecom manufacturing in great detail and has invested heavily in the latest tools and technology. It is constantly looking for better tools and techniques that will make it a world leader, moving away from its current emphasis on low-cost production.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.10 Quality in Practice: Quality Practices in Modern China

KEYWORDS:

Bloom's: Knowledge

79. Discuss the key features of the QuEST forum.

ANSWER:

The QuEST Forum is a unique collaboration of telecommunications service providers and suppliers dedicated to telecom supply chain quality and performance. The Forum supports its member organizations to pursue performance excellence through implementing a common quality standard, emphasizing industry best practices and delivering a benchmarking measurement system. There are 11 benchmark measurements, including number of problem reports, problem report fix response time, on-time delivery, network element impact outage measurement, and field replacement unit returns.

POINTS:

1

DIFFICULTY:

Difficulty: Moderate

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.10 Quality in Practice: Quality Practices in Modern China

KEYWORDS:

Bloom's: Knowledge

80. What are the key areas in corporation health that are measured by the executive management team balanced scorecard at Huawei?

ANSWER:

The balanced scorecard at Huawei measures four key areas in corporation health: financial and profit, customer and quality, growth and learning, and internal business performance.

POINTS:

1

DIFFICULTY:

Difficulty: Easy

ACCREDITING STANDARDS:

BUSPROG: Analytic
DISC: Operations Management

TOPICS:

DESC.EVAB.17.01.10 Quality in Practice: Quality Practices in Modern China

KEYWORDS:

Bloom's: Knowledge

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