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Question;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


Paper#45617 | Written in 18-Jul-2015

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