MGT420 multiple choice final due in two hours

According to a free-market model competition among suppliers:

drives costs higher and quality lower

drives costs higher and quality higher

drives costs lower and quality lower

have no effect on cost and quality

drives costs lower and quality higher

Which of the following is  not  an example of a strategic content variable?

Quality costs

Time

Leadership

Planning

Generic strategies

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

defining

measuring

improving

analyzing

controlling

__________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.

Leadership

Controlling

Organizing

Empowerment

Planning

External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:

single-source measures

benchmarking measures

single-source filters

externally-directed filters

stretch validation measures

A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.

customer partnering

supplier partnering

supplier/customer codependence

supplier linking

value partnering

There are two broad categories of quality costs, namely:

production costs and service costs

those costs due to quality inspection and those costs due to quality design

those costs due to poor quality and costs associated with improving quality

design costs and control costs

inspection costs and manufacturing costs

One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:

constantly changing in manufacturing but remain fairly stable in services

constantly changing in services but remain fairly stable in manufacturing

relatively stable

not a priority for many firms

constantly changing

The major theoretical contribution of Kaoru Ishikawa was:

Pareto Analysis

the concept of benchmarking

his assertion that “quality is free”

his emphasis on total involvement of the operating employees in improving quality

his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality

__________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.

Controlling

Organization

Leadership

Culture

Management

The model of reactive customer-driven quality shows:

a firm’s quality performance is increasing while customer’s expectations are also increasing

a firm’s quality performance is increasing while quality costs are also increasing

a firm’s quality performance is increasing while quality costs are decreasing

a firm’s quality performance is decreasing while customer’s expectations are also decreasing

a firm’s quality performance is increasing while customer’s expectations are decreasing

The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called:

ISO 11000

targets for excellence

Q1

QS 9000

championship supplying

Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently:

evil

wrong

reactive

difficult

philosophical

Some of the key aspects of __________ include attitudes toward change; presence or absence of fear; degree of openness, fairness, and trust; and employee behavior at all levels.

learning

organizing

decision-making

culture

control

__________ refers to the efficiency with which a product achieves its intended purpose.

Reliability

Features

Performance

Serviceability

Conformance

Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions?

process management

leadership

customer and market focus

information and analysis

strategic planning

__________ refers to the propensity for a product to perform consistently over its useful life.

Reliability

Serviceability

Perceived quality

Conformance

Durability

Which Baldrige criterion requires the applicant to outline what his or her firm is doing in the area of corporate citizenship?

Process management

Leadership

Customer and market focus

Business results

Strategic planning

The adoption of aspects of a number of various approaches is known as the:

functional silo problem

unfocused dilemma

contingency approach

Perot system

holistic approach

How many winners of the MBNQA can there be each year?

8

6

1

4

3

___________ is the capital that fuels outstanding quality results.

Knowledge

People

Perseverance

Attitude

Quality

While Deming is best known for his emphasis on the management of a system for improving quality, his thinking was based on the use of __________ to continually improve.

computer science

statistics

econometrics

physics

psychology

_________ allows customers and customers to tie their systems together to enhance planning, and purchasing, and coordination.

MRP

CPM

EDI

CRM

PERT

__________ represents a proactive approach to satisfying customer needs that is based on gathering data about our customers to learn their needs and preferences and then providing products and services that satisfy customers.

Product-driven quality

Process-driven quality

Content-driven quality

Service-driven quality

Customer-driven quality

Strategic plan __________ answers the question of what is to be contained in the strategic plan.

content

standardization

operation

method

process

Which of the following is the most traditional definition of quality?

Features

Conformance

Reliability

Durability

Performance

__________ 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.

Philip Crosby

Armand Feigenbaum

W. Edwards Deming

Genichi Taguchi

Kaoru Ishikawa

__________ goals are those goals that pertain to achieving a higher end that benefits not just the individual, but the group.

· Empowerment-related

· Superordinate

· Deterministic

· Substantive

· Hierarchical

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

· Separate sourcing

· Individual sourcing

· Single sourcing

· Discriminate sourcing

· Dual sourcing

At the center of the Quality System model is:

· continual improvement

· customer

· people

· research and development

· procedures

The auditing portion of a supplier development program is referred to as a:

supplier checkup

supplier analysis

supplier assessment

supplier audit

supplier review

Which of the following is  not  one of the support activities in the value chain?

· Marketing and sales

· Technology development

· Procurement

· Firm infrastructure

· Human resource management

Many companies perform lengthy inspections of their suppliers that involve long-term visits and evaluations. Their programs are often called:

· supplier certification programs

· supplier requirement programs

· supplier confirmation programs

· supplier compliance programs

Quality experts agree that quality can be assured only during the:

· sales process

· marketing campaign

· production phase

· design phase

· installation and testing procedure

A tool used by many firms to differentiate and discriminate among suppliers is called:

· supplier evaluation

· partner assessment

· provider appraisal

· provider assessment

· supplier appraisal

Which one of the following is an industry  not  eligible for the Malcolm Baldrige National Quality Award?

· Manufacturing firms

· Public sector organizations

· Healthcare firms

· Service sector firms

· Consulting firms

Which of the following is  not  one of the primary activities in the value chain?

· outbound logistics

· operations

· service

· inbound logistics

· human resource management

The three spheres of quality are:

· quality planning and management, quality assurance, and quality control

· quality benefits, quality risks, and quality management

· quality planning, quality execution, and quality control

· quality costs, quality benefits, and quality control

A firm’s understanding of the customers, their needs, and their wants is referred to as:

· closeness to customers

· internal customer perspective

· cultural richness

· customer conformance

· customer cult