Multiple choice

1) 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. Marketing
B. Economics
C. Staffing
D. Financing
E. Management
2) __________ refers to the propensity for a product to perform consistently over its useful life.

A. Serviceability
B. Perceived quality
C. Reliability
D. Durability
E. Conformance
3) Which of the following is the most traditional definition of quality?
A. Conformance
B. Features
C. Performance
D. Reliability
E. Durability
4) __________ goals are those goals that pertain to achieving a higher end that benefits not just the individual, but the group.
A. Hierarchical
B. Empowerment-related
C. Superordinate
D. Deterministic
E. Substantive
5) The role of marketing in design has been to bring the voice of the __________ into the design process.
A. producer
B. intermediary
C. retail outlet
D. customer
E. raw material supplier
6) 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
7) At the center of the Quality System model is:

A. research and development
B. procedures
C. customer
D. continual improvement
E. people
8) __________ are teams that work to improve processes and customer service.

A. Process improvement teams
B. Tiger teams
C. Cross-functional teams
D. Natural work groups
E. Self-directed work teams



9) Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process.

A. controlling
B. analyzing
C. improving
D. measuring
E. defining
 
10) The major theoretical contribution of Kaoru Ishikawa was:

A. his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality
B. Pareto Analysis
C. his emphasis on total involvement of the operating employees in improving quality
D. his assertion that “quality is free”
E. the concept of benchmarking

11) Feigenbaum’s primary contribution to quality thinking in America was his assertion that:





A. quality equals profitability
B. quality problems are largely the result of insufficient and ineffective planning
C. quality problems are largely the result of ineffective implementation
D. quality is free
E. the entire organization should be involved in improving quality
12) The development and dissemination of the basic seven tools of quality was the work of:
A. Joseph Juran
B. Genichi Taguchi
C. W. Edwards Deming
D. Philip Crosby
E. Kaoru Ishikawa
13) Process design in services has traditionally focused on the:
A. follow-up
B. exchange
C. acquisition
D. transaction
E. completion
14) One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:
A. not a priority for many firms
B. relatively stable
C. constantly changing in services but remain fairly stable in manufacturing
D. constantly changing
E. constantly changing in manufacturing but remain fairly stable in services
15) The view of the customer that asserts that he or she is a valued asset to be managed is referred to as:
A. customer relationship management
B. voice of the customer
C. house of quality
D. opinion of the end user
E. cry of the customer
16) Quality experts agree that quality can be assured only during the:

A. design phase
B. installation and testing procedure
C. sales process
D. production phase
E. marketing campaign
17) The differences between desired levels of performance and actual levels of performance is referred to as the:





A. chasm
B. conformance divide
C. quality divide
D. breach
E. gap
18) Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently:
A. philosophical
B. difficult
C. reactive
D. wrong
E. evil
 
19) Strategic planning implies planning for:
A. the short term in services and the long term in manufacturing
B. the short term in manufacturing and the long term in services
C. the long term
D. the short term
E. the intermediate term
20) The ten determinants of service quality as determined by Parasuraman, Zeithamel, and Berry include responsiveness, which involves the willingness or readiness to provide service. This is demonstrated by:
A. calling the customer back quickly
B. accuracy in billing
C. waiting time to receive service
D. company name
E. company reputation
21) There are two broad categories of quality costs, namely:



A. those costs due to poor quality and costs associated with improving quality
B. those costs due to quality inspection and those costs due to quality design
C. inspection costs and manufacturing costs
D. production costs and service costs
E. design costs and control costs
22) Hoshin planning or policy deployment provides a framework for achieving alignment through:

A. prototyping process
B. the catchball process
C. electronic data interchange
D. enterprise resource planning
E. benchmarking
23) The three spheres of quality are quality planning and management, quality assurance, and:

A. quality performance
B. quality reliability
C. quality satisfaction
D. quality education
E. quality control
24) The three spheres of quality are:

A. quality planning and management, quality assurance, and quality control
B. quality in products, quality in services, and quality in customer orientation
C. quality planning and management, quality conformance, and quality education
D. internal quality, external quality and quality systems
E. quality in design, quality in manufacturing, and quality in customer service
25) __________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.

A. Culture
B. Leadership
C. Management
D. Controlling
E. Organization
26) The means of generating lists of strengths and weaknesses in the internal environmental analysis process is referred to as:
A. surveying
B. identifying
C. investigating
D. scanning
E. synthesizing
27) The internal environmental analysis process is a four stage process that includes all of the following stages except:
A. surveying
B. consolidating
C. categorizing
D. evaluating
E. investigating
 
 


28) __________ refers to narrowing down the list of approved suppliers for a single component to just one supplier.

A. Single sourcing
B. Dual sourcing
C. Individual sourcing
D. Discriminate sourcing
E. Separate sourcing
29) A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.

A. supplier partnering
B. customer partnering
C. supplier/customer codependence
D. value partnering
E. supplier linking

30) A tool used by many firms to differentiate and discriminate among suppliers is called:
A. provider appraisal
B. provider assessment
C. supplier appraisal
D. supplier evaluation
E. partner assessment
31) External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:
A. benchmarking measures
B. stretch validation measures
C. externally-directed filters
D. single-source filters
E. single-source measures
32) __________ is a system that aids customer and supplier communication by linking together supplier and customer information systems.

A. Computer generated data transfer
B. Computer data transfer
C. Electronic information transfer
D. CPU data transfer
E. Electronic data interchange
33) A system that aids customer and supplier communication by linking together supplier and customer information systems is referred to as:

A. CPU data interchange
B. Computer data transfer
C. Electronic data interchange
D. Data interchange
E. Electronically generated data transfer
34) From a quality perspective, an interesting variation of the value chain is the concept of the:

A. sequence of patrons
B. chain of customers
C. sequence of value
D. string of value
E. progression of value
35) Which of the following is not one of the support activities in the value chain?


A. Procurement
B. Marketing and sales
C. Technology development
D. Firm infrastructure
E. Human resource management
36) According to a free-market model competition among suppliers:
A. drives costs higher and quality higher
B. drives costs lower and quality lower
C. have no effect on cost and quality
D. drives costs higher and quality lower
E. drives costs lower and quality higher
 
 
37) The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called:
A. targets for excellence
B. QS 9000
C. Q1
D. championship supplying
E. ISO 11000
38) How many winners of the MBNQA can there be each year?

A. 1
B. 6
C. 3
D. 8
E. 4
39) Which Baldrige criterion requires the applicant to outline what his or her firm is doing in the area of corporate citizenship?

A. Business results
B. Leadership
C. Process management
D. Customer and market focus
E. Strategic planning
40) Which of the following statements is not true regarding the criteria for the Malcolm Baldrige National Quality Award?


A. The criteria does not specify which tools, techniques, or organization a company should use to improve
B. The criteria support company-wide alignment of goals and processes
C. The criteria does not focus on actual business results
D. The criteria are non-prescriptive and adaptive
E. The criteria permit goal-based diagnosis
41) 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. leadership
B. information and analysis
C. strategic planning
D. process management
E. customer and market focus
42) Which one of the following is an industry not eligible for the Malcolm Baldrige National Quality Award?
A. Manufacturing firms
B. Healthcare firms
C. Service sector firms
D. Consulting firms
E. Public sector organizations