Chapter 1 Questions - Introduction to Quality and Performance Excellence Flashcards
T or F: The view of quality as the satisfaction of customer needs is often called fitness for use.
True
T or F: 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.
False
T or F: Performance excellence can be defined as “any primary or complementary activity that does not directly produce a physical product.”
False
T or F: Unlike services, manufacturing is performed away from the customer.
True
T or F: 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.
True
T or F: Not-for-profit organizations are adopting quality principles because of their impact on the bottom line.
False
T or F: From a total quality perspective, all strategic decisions a company makes are “customer-driven.”
True
T or F: TQ views everyone inside the enterprise as a customer of an internal or external supplier and a supplier of an external or internal customer
True
T or F: The “voice of the customer” refers to both near-term and longer-term customer needs and expectations.
True
T or F: “Continuous improvement” refers to both incremental and “breakthrough” improvement.
True
T or F: Process time refers to the time it takes to accomplish one cycle of a process.
False
T or F: Employee engagement is manifest by empowerment.
True
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
C
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.
B
_____ 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
A
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
C
_____ refer(s) to the “bells and whistles” of a product.
a. Aesthetics
b. Conformance
c. Features
d. Benefits
C
_____ refers to the degree to which physical and performance characteristics of a product match preestablished standards.
a. Conformance
b. Features
c. Performance
d. Reliability
A
_____ is the subjective assessment resulting from image, advertising, or brand names.
a. Reliability
b. Perceived quality
c. Performance
d. Aesthetics
B
Quality control in manufacturing is usually based on:
a. Six Sigma standards.
b. equipment standards.
c. customer expectations.
d. conformance to specifications.
D
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
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.
D
Which of the following is not one of the critical service dimensions?
a. Conformity
b. Consistency
c. Courtesy
d. Accessibility
A
_____ 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
B
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
D
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.
B
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
C
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.
C
A(n) _____ is a sequence of activities that is intended to achieve some result.
a. process
b. operation
c. methodology
d. array
A
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
C
_____ refer to those needs that are expected in a product or service.
a. Essentials
b. Dissatisfiers
c. Delighters/exciters
d. Satisfiers
A
_____ are the needs that customers say they want.
a. Essentials
b. Dissatisfiers
c. Delighters/exciters
d. Satisfiers
D
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
b. delighters; exciters
c. satisfiers; dissatisfiers
d. delighters; satisfiers
C
Over time, _____ become _____ as customers become used to them.
a. delighters/exciters; satisfiers
b. dissatisfiers; satisfiers
c. satisfiers; delighters/exciters
d. dissatisfiers; delighters/exciters
A
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.
D
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.
A
Which of the following is not a classification of teamwork?
a. Vertical
b. Horizontal
c. Interorganizational
d. Multiorganizational
D
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
A
Which of the following is not performance data at the process level?
a. Yields
b. Cycle times
c. Productivity measures
d. Market indicators
D
Agency theory makes the assumption that individuals in agency relationships are:
a. utility maximizers.
b. negotiators.
c. type A individuals.
d. type X individuals.
A
_____ 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
B
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.
A
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
A
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
B
Which model does Total Quality share most similarities with?
a. Mechanistic
b. Organismic
c. Environmental
d. Cultural
B
The _____ model views an organization as a collection of cooperative agreements entered into by individuals with free will.
a. mechanistic
b. organismic
c. environmental
d. cultural
D
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.
D
