Exam 1

Question 1

The view of quality as the satisfaction of customer needs us often called fitness for use

Answer 1

True

Question 2

Pursuant to the development of “scientific management,” quality control carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

Answer 2

False

Question 3

In 1984, the U.S. Government designated November as the National Quality Month

Answer 3

True

Question 4

Tolerances are acceptable deviations from targets.

Answer 4

True

Question 5

Performance excellence can be defined as “any primary or complementary activity that does not directly produce a physical product.”

Answer 5

False

Question 6

Unlike services, manufacturing is performed away from the customer.

Answer 6

True

Question 7

For an airline company, “on time arrival” for an airline is a measure if service performance while frequent flyer awards and “business class” sections represent features.

Answer 7

True

Question 8

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

Answer 8

False

Question 9

From a total quality perspective, all strategic decisions a company makes are “customer-driven”

Answer 9

True

Question 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 10

True

Question 11

The voice of the customer refers to both near and longer term customer needs and expectations

Answer 11

True

Question 12

The traditional way of viewing an organization is by surveying the horizontal dimension

Answer 12

False

Question 13

“Continuous improvement” refers to both incremental and “breakthrough” improvement

Answer 13

True

Question 14

Considering the three cases of needs suggested by Noriaki Kano, the required Saftey features in an automobile is an example of a satisfier

Answer 14

Falde

Question 15

Process time refers to the time it takes to accomplish one cycle of a process

Answer 15

False

Question 16

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

Answer 16

True

Question 17

Employee engagement is manifest by empowerment

Answer 17

True

Question 18

Competitive behavior - one person against another or one group against another - is one of the basic principles of TQ

Answer 18

False

Question 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 19

False

Question 20

Agency theory suggest that information may be concealed to advance self-interests

Answer 20

Trye

Question 21

In the organismic model, organizations are autonomous entities.

Answer 21

False

Question 22

In the organismic model, work is reduced to elementary tasks with a focus in efficiency, conformity, and compliance.

Answer 22

False

Question 23

The mechanical organizational model assumes that systems goals, such as the need to survive, dispense performance goals, such as profit.

Answer 23

Falsr

Question 24

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

Answer 24

True

Question 25

The term _____ refers to an integrated approach to organizational performance management that results in delivery of ever improving value to customers and stakeholders.

Answer 25

Performance Excellence.