1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality?
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
2) Which of the following is the most traditional definition of quality?
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
3) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities.
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
4) Which of the following is not an example of a strategic content variable?
A. Time
B. Leadership
C. Quality costs
D. Generic strategies
E. Planning
5) The role of marketing in design has been to bring the voice of the __________ into the design process.
A. intermediary
B. customer
C. producer
D. raw material supplier
E. retail outlet
6) __________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.
A. Planning
B. Empowerment
C. Controlling
D. Leadership
E. Organizing
7) __________ are teams that work to improve processes and customer service.
A. Tiger teams
B. Natural work groups
C. Process improvement teams
D. Self-directed work teams
E. Cross-functional teams
8) All of the activities associated with developing a product from concept development to final design and implementation is known as:
A. simultaneous engineering
B. life testing
C. concurrent design
D. process design
E. product design
9) A firm's understanding of the customers, their needs, and their wants is referred to as:
A. internal customer perspective
B. customer conformance
C. closeness to customers
D. customer culture
E. cultural richness
10) __________ was widely accepted as the world's preeminent authority on quality management prior to his death on December 24, 1993 because of his influence on Japanese and American industry.
A. Armand Feigenbaum
B. Genichi Taguchi
C. W. Edwards Deming
D. Philip Crosby
E. Kaoru Ishikawa
11) The major theoretical contribution of Kaoru Ishikawa was:
A. Pareto Analysis
B. his assertion that "quality is free"
C. his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality
D. the concept of benchmarking
E. his emphasis on total involvement of the operating employees in improving quality
12) The development and dissemination of the basic seven tools of quality was the work of:
A. Genichi Taguchi
B. Philip Crosby
C. Joseph Juran
D. Kaoru Ishikawa
E. W. Edwards Deming
13) One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:
A. constantly changing in services but remain fairly stable in manufacturing
B. constantly changing in manufacturing but remain fairly stable in services
C. not a priority for many firms
D. constantly changing
E. relatively stable
14) The model of reactive customer-driven quality shows:
A. a firm's quality performance is increasing while quality costs are decreasing
B. a firm's quality performance is increasing while customer's expectations are also increasing
C. a firm's quality performance is increasing while customer's expectations are decreasing
D. a firm's quality performance is increasing while quality costs are also increasing
E. a firm's quality performance is decreasing while customer's expectations are also decreasing
15) With __________, all work is inspected at each stage of the manufacturing process, and the workers inspect their own work.
A. full-frame quality control
B. multi-level inspection
C. total statistical control
D. in-process inspection
E. continuous reengineering
16) Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently:
A. reactive
B. evil
C. philosophical
D. wrong
E. difficult
17) The differences between desired levels of performance and actual levels of performance is referred to as the:
A. quality divide
B. chasm
C. breach
D. conformance divide
E. gap
18) The core of quality management variables contains:
A. team approach
B. strategic planning
C. leadership
D. information analysis
E. environmental characteristics
19) Which of the following is not an example of a strategic content variable?
A. Quality costs
B. Planning
C. Time
D. Generic strategies
E. Leadership
20) Strategic plan __________ answers the question of what is to be contained in the strategic plan.
A. operation
B. standardization
C. process
D. content
E. method
21) Strategic planning has two important dimensions. These are:
A. strategic and routine
B. content and process
C. analysis and synthesis
D. proactive and standardized
E. implementation and control
22) _________ allows customers and customers to tie their systems together to enhance planning, and purchasing, and coordination.
A. MRP
B. CPM
C. EDI
D. PERT
E. CRM
23) The three spheres of quality are:
A. quality in products, quality in services, and quality in customer orientation
B. internal quality, external quality and quality systems
C. quality planning and management, quality assurance, and quality control
D. quality in design, quality in manufacturing, and quality in customer service
E. quality planning and management, quality conformance, and quality education
24) The three spheres of quality are quality planning and management, quality assurance, and:
A. quality satisfaction
B. quality performance
C. quality education
D. quality reliability
E. quality control
25) Which of the following is a description of the "categorizing" stage of the internal environmental analysis process?
A. Determine where, along the firm's value chain, potential competitive advantage lies
B. Reconceptualize long-list in terms of resources and capabilities and complete deeper inspection with the application of key questions
C. Generate long-lists of strengths and weaknesses from primary and support activities of the firm's value chain
D. Look at each competitively relevant resources and capability relative to its potential as a cost or uniqueness driver
E. Choose the appropriate generic strategy for the firm - cost leadership or differentiation
26) The means of generating lists of strengths and weaknesses in the internal environmental analysis process is referred to as:
A. identifying
B. scanning
C. surveying
D. synthesizing
E. investigating
27) ___________ is the capital that fuels outstanding quality results.
A. Perseverance
B. Attitude
C. People
D. Knowledge
E. Quality
28) ______________ that are used in many companies rely on external validation of quality programs.
A. Aggregate filters
B. Color filter
C. Sole-source filters
D. Penultimate filters
E. Developmental filters
29) __________ refers to narrowing down the list of approved suppliers for a single component to just one supplier.
A. Dual sourcing
B. Single sourcing
C. Individual sourcing
D. Separate sourcing
E. Discriminate sourcing
30) A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.
A. customer partnering
B. supplier partnering
C. supplier/customer codependence
D. supplier linking
E. value partnering
31) The auditing portion of a supplier development program is referred to as a:
A. supplier review
B. supplier analysis
C. supplier audit
D. supplier assessment
E. supplier checkup
32) A system that aids customer and supplier communication by linking together supplier and customer information systems is referred to as:
A. Computer data transfer
B. CPU data interchange
C. Electronic data interchange
D. Electronically generated data transfer
E. Data interchange
33) Which of the following is not one of the primary activities in the value chain?
A. human resource management
B. outbound logistics
C. operations
D. service
E. inbound logistics
34) From a quality perspective, an interesting variation of the value chain is the concept of the:
A. chain of customers
B. sequence of patrons
C. sequence of value
D. progression of value
E. string of value
35) Nonvalue chain activities typically have costs but no effect on the customer and are referred to as the:
A. back office activities
B. masked output
C. hidden factory
D. concealed output
E. silent throughput
36) Many companies perform lengthy inspections of their suppliers that involve long-term visits and evaluations. There programs are often called:
A. supplier requirement programs
B. supplier affirmation programs
C. supplier confirmation programs
D. supplier compliance programs
E. supplier certification programs
37) The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called:
A. ISO 11000
B. targets for excellence
C. Q1
D. QS 9000
E. championship supplying
38) The goals of QS 9000 is to:
A. enhance quality systems for suppliers while eliminating redundant requirements and reducing costs
B. identify and prioritize problems that need to be solved
C. integrate financial, planning, and control systems into a single architecture
D. keep American families safe by reducing the risk of injury or death from consumer products
E. find a company that is superior in a particular area, study what is does, and gather ideas for improving your own operation in that area
39) During the __________ portion of the QS 9000 written standards the supplier examines the steps associated with contracting with its own suppliers.
A. design control
B. management responsibility
C. quality system
D. purchasing
E. contract review
40) Which Baldrige criteria focuses on how the company establishes strategic direction, and how it sets its tactical action plans to implement the strategic plan.
A. information and analysis
B. customer and market focus
C. leadership
D. process management
E. strategic planning
41) Which Baldrige criteria is used to evaluate the extent to which top management is personally involved in creating and reinforcing goals, values, directions, and customer involvement?
A. Human resource focus
B. Strategic planning
C. Process management
D. Information and analysis
E. Leadership
42) Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions?
A. leadership
B. customer and market focus
C. information and analysis
D. strategic planning
E. process management