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Question;1. Question: (TCO 6) The use of __________ teams;composed of senior managers is prevalent in TQM organizations.;Your Answer;Complaint-resolution;Problem-solving;Steering;Auditing;Instructor Explanation: (See p. 227);Points Received: 5 of 5;2. Question: (TCO 6) Effective strategic development;in total-quality organizations requires consideration of all of the following;except ______________.;Your Answer;The details of an organization?s resulting resource;commitments ANSWER;The organization?s strengths and weaknesses;The organization?s mission, vision, and guiding principles;An environmental assessment IN;Instructor Explanation: (See pp. 235-238);Points Received: 0 of 5;3. Question: (TCO 3) The Deming Prize was;established in which of the following countries?;Your Answer;Japan;Germany;The United States;Sweden;Instructor Explanation: (See p. 124);Points Received: 5 of 5;4. Question: (TCO 3) All of the following are;true regarding ISO 9000 series, except ________.;Your Answer;ISO-certified organizations are assured of providing;superior product-quality.;The requirements provide a structure for a basic;quality-assurance system.;The standards describe processes-affecting quality.;Individual sites, not entire companies, must achieve;registration individually.;Instructor Explanation: (See pp. 129-131);Points Received: 5 of 5;5. Question: (TCO 1) A consumer purchases a;generic product at a cost of $5.00 instead of the competing brand-name product;that sells for $7.00. The consumer feels that there is no difference in quality;between the generic and brand-name products. This scenario illustrates which of;the following definitions of quality?;Your Answer;Manufacturing-based;Value-based;Product-based;User-based;Instructor Explanation: (See p. 14);Points Received: 5 of 5;6. Question: (TCO 1) During the Middle Ages;quality was built into the final product. This approach to quality was lost;with the advent of ________.;Your Answer;Engineering schools;Ccraft guilds;Automation;The Industrial Revolution;Instructor Explanation: (See p. 5.);Points Received: 5 of 5;7. Question: (TCO 1) Until the start of the;1980s, most U.S. companies focused on maintaining quality levels by utilizing;which of the following practices?;Your Answer;Process-improvement efforts;Design-quality reviews;Mass inspection;Team-based initiatives;Instructor Explanation: Ch. 1, p. 7;Points Received: 5 of 5;8. Question: (TCO 2) In any system, final;inspection attempts to perform all of the following functions, except;Your Answer;To provide the workers with the opportunity to control the;quality of the product or service at their work stations;To ensure that no defective items reach the customer;To discover and help resolve production problems;To judge the quality of manufacturing;Instructor Explanation: (See chapter 2.);Points Received: 5 of 5;9. Question: (TCO 2) Services are generally;intensive, whereas manufacturing is more _____ intensive.;Your Answer;Labor, equipment;Quality, quantity;Input, output;Profit, cost;Instructor Explanation: Ch. 2, p. 60;Points Received: 5 of 5;10. Question: (TCO 2) Services differ from;manufactured goods in which of the following ways?;Your Answer;Service output is more easily measured.;Services tend to be produced and consumed simultaneously.;Service output is generally more tangible.;Providing service requires a lower degree of customization;than does manufacturing.;Instructor Explanation: Ch. 2, p. 60;Points Received: 5 of 5;11. Question: (TCO 2) Which of the following is;NOT generally true about service organizations?;Your Answer;Customers often are involved in the service process.;Services are capital intensive.;Services cannot be stored, inventoried, or inspected prior;to delivery.;Services are produced and consumed simultaneously.;Instructor Explanation: (See pp. 59-60);Points Received: 5 of 2;Comments: Points adjust to amount for this type of question.;12. Question: (TCO 3) Companies have utilized the;Malcolm Baldrige National Quality Award mostly for the purpose of ________.;Your Answer;Winning an award;Gaining prestige;Internal assessment and improvement;Providing good advertising;Instructor Explanation: Ch. 3, pp. 121-122;Points Received: 5 of 5;13. Question: (TCO 5) ?Moments of truth? are;instances when which of the following occurs?;Your Answer;New products are launched.;A firm is audited.;A customer comes into contact with an employee.;A new competitor enters the market with higher quality.;Instructor Explanation: Ch. 4, p. 172;Points Received: 5 of 5;14. Question: (TCO 5) Which of the following is;not true about the American Customer Satisfaction Index?;Your Answer;It focuses on buyer satisfaction associated with consumer;nondurable goods. ANSWER;It was first conducted in 1994.;It is based on a large, national sample of consumers. IN;It is designed to indicate national trends as well as;industry trends.;Instructor Explanation: Ch. 4, p. 156;Points Received: 0 of 5;15. Question: (TCO 7) Most companies still use;traditional measures, such as __________, as a basis for compensation, while;more progressive organizations use measures, such as __________.;Your Answer;Customer satisfaction, profit sharing;Defect prevention, profitability;Revenue growth, customer satisfaction;Cycle-time reduction, cost management;Instructor Explanation: Ch. 6, p. 298;Points Received: 5 of 5;16. Question: (TCO 4) Deming claimed that higher;levels of _____ lead to higher levels of _____.;Your Answer;Automation, quality;Quality, productivity;Inventory, quality;Inspection, quality;Instructor Explanation: (See p. 94);Points Received: 5 of 5;17. Question: (TCO 4) Which of the following is;true regarding inspection under the Deming philosophy?;Your Answer;Inspection encourages quality production.;Inspection can be used to assure quality.;Inspection is rarely accurate.;Inspection adds value to the product.;Instructor Explanation: (See pp. 101-102);Points Received: 5 of 5;18. Question: (TCO 8) The key stages of a team?s;life cycle include all of the following, except for ________.;Your Answer;Storming;Adjourning;Norming;Rewarding;1. Question: (TCO 4) Deming?s Profound Knowledge;consists of four elements. Answer the following three parts relating to the;?psychology? element of Deming?s Profound Knowledge. Your discussion should;relate to this element of Deming's Profound Knowledge and not to psychology in;general.;1. Discuss why psychology is important for us to understand.;(10 points);2. Discuss how fear plays a part in this element. (10;points).;3. Discuss how pay and motivation are of interest in this;element. (10 points);(See pp. 99-100);Points Received: 30 of 30;2. Question: (TCO 6) Answer the following three;parts relating to the situational leadership theory;1. Discuss the leadership style that would be used if;maturity level of the follower was ?able and willing.? (10 points);2. Discuss the leadership style that would be used if;maturity level of the follower was ?unable but willing.? (10 points);3. Discuss the leadership style that would be used if;maturity level of the follower was ?able but unwilling.? (10 points)


Paper#45722 | Written in 18-Jul-2015

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