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Quality Final
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1As we study the subject of Quality---we have learned that there are many ways that different people, organizations define it. The concept of quality in our text defines it as all of the following EXCEPT:
- Aperfection
- Bconsistency
- Celiminating waste
- Dspeed of delivery
- Eall of the above are correct
2The need for total quality management within the organization stems from:
- Athe supplier
- Bthe supply chain
- Cthe customer
- Dthe output
- Egoods and services
3 The quality dimensions of manufactured products are key ideas to be considered before deciding upon product manufacture. These dimensions include all of the following EXCEPT:
- Afeatures
- Breliability
- Cdurability
- Daesthetics
- Eall of the above are correct
4In the manufacture of services vs. products, educated supply chain professionals understand that there are unique differences between the two. Some of the key differences include all of the following EXCEPT:
- Ain the service industry, customer needs and performance standards are often difficult to identify and measure
- Bservices are produced and consumed simultaneously
- Cservices are more labor intensive
- Dthe output of many service systems is intangible
- Eall of the above are correct
5This is a "people-focused management system that aims to continual increase in customer satisfaction at continually lower costs---and is a total system approach and integral part of a high-level strategy":
- AConcept of Quality
- BDeming management philosophy
- CQuality Circles
- Demployee empowerment
- Enone of the above is correct
6There are many different approaches to TQ---probably as many as there are businesses out there. But most TQ programs share these basic elements EXCEPT for:
- Amanagement by fact
- Bleadership and strategic planning
- Ccontinuous improvement and learning
- Dprocess orientation
- Emanufacturing focus
7As discussed in our text there are significant differences between TQ and traditional management principles. The following are characteristics found in TQ systems as opposed to traditional management practices EXCEPT for:
- Aquality planning and strategic business planning are indistinguishable in TQ
- BTQ views everyone inside the enterprise as a customer of an internal or external supplier
- Cin TQ individuals cooperate in team structure such as quality circles, steering committees and self-directed work team
- DTQ views people as the enterprise's true competitive edge
- Eall of the above are correct
8 Empowerment of employees within the organization provides many benefits including all of the following EXCEPT:
- Aimproves motivation on the job
- Bimproves decision making
- Cimproved levels of trust within the organization
- Dimproves profit of the organization
- Eimproves teamwork
9Edwards Deming, American quality expert has formulated a complex management philosophy that is summarized in what he termed "A system of Profound Knowledge". Deming's Profound Knowledge consists of the following ideas EXCEPT:
- Aquality equals productivity
- Bappreciation for a system
- Cpsychology
- Dsome knowledge of the theory of variation
- Eall of the above are correct
10This part of "Profound Knowledge" refers to "understanding people, interactions between people, and circumstances, interactions between leaders and employees and any system of management". This is best described as:
- Aquality equals productivity
- Bappreciation for a system
- Cpsychology
- Dsome knowledge of the theory of variation
- Eall of the above are correct
11This part of "Profound Knowledge" refers to "a set of functions or activities within an organization that work together to achieve organizational goals." This is best described as:
- Aquality equals productivity
- Bappreciation for a system
- Cpsychology
- Dsome knowledge of the theory of variation
- Eall of the approve are correct
12In lecture, we discussed that within the organization, we can rely upon one constant.
- Alove and appreciation
- Bmoney
- Cgood working environment
- Dchange
- Equality focus
13One of Deming's 14 Points of Management, this is the idea that supply chain professionals and organizations should make "best value" focused decision when choosing a supplier and supplies. This idea is best described as:
- Aimprove constantly
- Bend price tag decisions
- Cmanagement commitment
- Ddrive out fear
- Eremove barriers to pride in workmanship
14One of Deming's 14 Points of Management, this is the idea that "managers compete against each other to protect their own jobs or to receive higher performance ratings. (This) encourages short-term, selfish thinking, not long-term improvement for the betterment of all." This is best described as:
- Aimprove constantly
- Bend price tag decisions
- Cmanagement commitment
- Ddrive out fear
- Eremove barriers to pride in workmanship
15Joseph M. Juran, a great quality theorist in his own right, formulated the idea of the "Quality Trilogy" with includes the following EXCEPT:
- Aquality planning
- Bprocess planning
- Cquality control
- Dquality improvement
- Enone of the above
16This important quality theorist proposed that the "pursuit of quality should be taken on two levels: 1) the mission of the firm as a whole is to achieve high product quality, and 2) the mission of each individual department in the firm is to achieve high production quality". This theorist was:
- ADeming
- BCrosby
- CJuran
- DBaldridge
- Enone of the above
17 Philip B. Crosby, a significant quality figure in his own right, suggested this idea which was contrary to his contemporaries Deming and Juran:
- Athe only performance standard is Zero Defects
- Bthe only performance standard is less than 1 defect
- Cthe only performance standard is less than 5 defects
- Dnone of the above
- Eall of the above
18 This American quality award's "Criteria for Performance Excellence" establishes a framework for integrating total quality principles and practices in any organization. This is best described as:
- AMalcolm Baldrige Award
- BDeming Prize
- CISO 9000
- DCanada Awards for Excellence
19This quality system's original standards received considerable controversy due to the idea that all a company required to have was "a documented, verifiable process in place to ensure that it consistently produces what it says it will produce." This standard was also created to bring quality standards / into the same language from country to country. This is best described as:
- AMalcolm Baldrige Award
- BDeming Prize
- CISO 9000
- DCanada Awards for Excellence
20This award was instituted in 1951 by the Union of Japanese Scientists and Engineers (JUSE) in recognition and appreciation of achievements in statistical quality control and through friendship with the Japanese people.
- AMalcolm Baldrige
- BDeming Prize
- CISO 9000
- DCanada Awards for Excellence
21In chapter three of our text, we discussed the primary tools used for Quality function Deployment (QFD)---which is a methodology used to ensure that customers' requirements are met throughout the product design process---including all departments within the process. These tools incorporate important ideas from a functional area of the organization that was, at one time, not connected to performance management. That functional area is best described as:
- AMarketing
- BSales
- COperations
- DProduction
- Enone of the above is correct
22This is a planning methodology used to ensure that customers' requirements are met throughout the product design process and in the design and operation of production systems. This is best described as:
- AQuality Function Deployment
- Bconcurrent engineering
- CNew Seven Management & Planning Tools
- DKJ Method
- Enone of the above
23The Deming Cycle is a systematic approach that drives continuous improvement programs and can be learned and applied by everyone within the organization. This approach requires quality personnel to ask following questions EXCEPT FOR:
- Awhat are we trying to accomplish?
- Bwhat changes can we make that will result in an improvement?
- Cwhat materials should we be using?
- Dhow will we know that a change is an improvement?
- Enone of the above
24The idea that Microsoft Inc. designed Word with spell check feature. which is an "automatic device or method to avoid human error". This is best described as a:
- APoka-Yoke
- Binnovation and creativity
- Ca customer upgrade
- Dnone of the above
- Eall of the above
25 The production of services differs from manufacturing in many ways, and the differences have important implications for managing quality. The most critical differences are:
- Athe output of service systems is intangible
- Bservices are produced and consumed simultaneously
- Ccustomers are often involved in the service process
- Dservices require a higher degree of customization
- Eall of the above
26Supply chain professionals understand the key importance of the Principles for Customer-Supplier Relationships. The three governing principles include all of the following EXCEPT:
- Adictating quality standards
- Brecognition of the strategic importance of customers and suppliers
- Cdevelopment of win-win relationships between customers and suppliers
- Destablishing relationships based on trust
- Eall of the above
27 In lecture, we discussed the TC idea that groups, from different departments of the organization, can meet together and solve problems. This is best describes as:
- Across-functional teams
- Bquality departments
- Caudit department
- Dmiddle managers
- Enone of the above
28 We know as future supply chain professions, it is important to consider the needs and requirements of "internal customers". Internal customers are best described as:
- Acolleagues within the organization that rely on inputs from different parts of the organizations
- Bcolleagues outside of the organization that rely on inputs from different parts of the organization
- Ccustomers that are downstream from the process, product or service
- Dcustomers that are upstream from the process, product or service
- Enone of the above
29This is the intense and rapid improvement process in which a team or department throws all of its resources into an improvement project over a short period-of time. This is best described as:
- ADeming Cycle
- BKaizen Blitz
- CKaizen
- Dnone of the above
- Eall of the above
30Waste is the enemy of effective processes. Reducing waste of any kind encompasses both TQ and JIT practices and is a central theme in Japanese manufacturing management. Improving processes to reduce waste is best described as:
- ADeming Cycle
- BKaizen
- CLean Thinking
- Dnone of the above
- Eall of the above
31This is the ability to discover useful new relationships or ideas--and to then apply such ideas. This is best described as:
- Aperformance management
- Binnovation
- Ctotal quality
- Dprocess improvement
- Eall of the above
32Quality is defined as:
- Aperfection
- Bproviding a good, usable product
- Cdelighting or pleasing customers
- Dspeed of delivery
- Eall of the above
33The Deming Chain Reaction includes all of the following EXCEPT:
- Aimprove quality
- Bproductivity decrease
- Ccapture market share
- Dstay in business
- Eprovide jobs and more jobs
34The text denotes several good tools for data collection and analysis when implementing quality processes within the organization. They include all EXCEPT:
- Acheck sheets
- Bflow charts
- Chistograms
- Dpareto diagrams
- Eall of the above
35This has been called "the single most important concept in Japanese management---the key to Japanese competitive success."-It is the cumulative effect of hundreds or thousands of small improvements that creates dramatic change in performance.
- ADeming Cycle
- BKaizen Blitz
- CKaizen
- Dnone of the above
- Eall of the above
36The idea of re-engineering a work process relates to:
- Alooking at the steps needed to complete work and questioning the value of each
- Bfollowing the Deming model of quality
- Cdoing things that your customers want you to do
- Dnone of the above are correct
37The organization's quality is only as good as:
- Athe customer's quality
- Bthe supplier's quality
- Cthe industry's quality
- Dthe machine's quality
- Enone of the above is correct
38Dr. Deming said this was the "enemy of quality".
- Apoor workmanship
- Blazy workers
- Cvariation
- Dbad suppliers
- Enone of the above is correct
39 Mr. C relayed a story during lecture regarding sourcing an essential machine part from an "approved supplier" that was de-certified by the supply chain organization. The creative "work around" that was necessary to ensure that the right part was acquired and moved into manufacturing was:
- Athe supplier was re-certified because they were the only approved vendor to sell the part
- Bengineering provided a waiver to purchase the part from the decertified firm
- Cthe part was purchased through an intermediary firm who was on the approved supplier list
- Dnothing happened, no one could supply the part so the project was cancelled
- Enone of the above is correct
40In lecture we discussed the idea of "Management" and the idea of "Leadership"within the organization, how each differs. In our discussion we decided that "Management" was best described as:
- Agetting work performed through other people
- Bmaking certain that employees do what they are told to do
- Cactively making decisions on behalf of the organization
- Dthe power or ability to lead other people
- Enone of the above is correct
41We have studied competitive advantage and its role related to performance management. Researchers have determined that this is the most important determinant of business profitability:
- Aproduct quality
- Bproduct price
- Cproduct delivery
- Dproduct service
- Enone of the above are correct
42Swingline Incorporated manufactures staplers in the competitive office supply industry. Swingline produces high volumes of staplers and has achieved economies of scale within their production line. This competitive advantage can be best described as:
- Adifferentiation
- Bpeople
- Ccost leadership
- Dservice leadership
- Enone of the above are correct
43Apple Incorporated designs, markets and sells tablets (among other things) within the competitive technology sector. Apple has recently introduced a new, smaller tablet that can be attached to a wristband. This competitive advantage can be best described as:
- Adifferentiation
- Bpeople
- Ccost leadership
- Dservice leadership
- Enone of the above are correct
44The national news recently had a story about a 17 year old applications (apps) developer that was hired by Yahoo at a six-figure salary due to her unique skills in programming. This competitive advantage can be best described as:
- Adifferentiation
- Bpeople
- Ccost leadership
- Dservice leadership
- Enone of the above are correct
45Many firms compete using differentiation as a competitive advantage. Those firms know they can concentrate on several quality related dimensions to differentiate themselves from their competition. These dimensions include all of the following EXCEPT:
- Asuperior product and service design
- Boutstanding service
- Chigh agility
- Dcontinuous innovation
- Erapid response
- Fall of the above are correct
46The automobile industry is filled with firms who strive to compete upon superior product design. The quality of a product's design is influenced by several dimensions. They include all of the fallowing EXCEPT:
- Aperformance
- Breliability
- Cdurability
- Daesthetics
- Eall of the above are correct
47Steering committees are used to implement a quality redesign of the organization due to all of the following reasons EXCEPT
- Aarticulate and promote the quality vision
- Bplanning strategic quality goals
- Cchartering teams to manage and improve processes
- Dtrack progress through customer satisfaction and internal measures of quality
- Eall of the above are correct
48internal customers are all of the following EXCEPT
- Afound within every organization consisting of more than one person
- Bthe people that depends upon (your) work product to do their jobs
- Cthe people to form quality teams to improve processes
- Dalways right
- Eall of the above are correct
49Firms that focus upon service factors to attract and retain customers must be knowledgeable of the five key dimensions of service quality and how each contributes to customer perceptions. These dimensions include all of the following EXCEPT:
- Areliability
- Bassurance
- Ctangibles
- Dempathy
- Eresponsiveness
- Fall of the above are correct
50In my "Words of Wisdom" post it was advised that professionals should make career decisions based upon
- Ain their own best interests ("John Smith Inc")
- Bin the best interest of the supplier
- Cin the best interest of the customer
- Din the best interest of the organization one works for
- Enone of the above is correct
51The educated supply chain professional understands and rejects the traditional adversarial view of suppliers. The more enlightened professionals now view suppliers as:
- Anon-value add contributors within the supply chain
- Bquality inhibitors
- Cpartners
- Dgood friends
- Equality impediments
- Fnone of the above is correct
52In class we discussed the governing principles that describe customer-supplier relationships (CSR's) under total quality. These include all of the following EXCEPT:
- Arecognition of the strategic importance of customers and suppliers
- Bdevelopment of win-win relationships between customers and suppliers
- Cestablishing relationships based upon trust
- Densuring that the customer dictate quality requirements to the supplier
- Eall of the above are correct
53Most modern supply chain theorist would espouse the idea of sharing product information with key suppliers is a good idea and can enhance mutual advantages. When and if such sensitive business information is shared with a key supplier, it is a good idea to secure:
- Aa blanket order
- Ba non-disclosure agreement (NDA)
- Cpromise from the CEO
- Dpayment
- Enone of the above are correct
54As educated supply chain professionals have learned, to create a TQ organization, there must first be a culture of TQ. The following are characteristics of a TQ culture EXCEPT:
- Acustomer driven excellence
- Bvisionary leadership
- Cvaluing employees and partners
- Dmanaging for innovation
- Eall of the above are correct
55"A small number of people with complementary skills who are committed to a common purpose, a set of performance goals, and an approach for which they hold each other mutually accountable." This is best described as:
- Awork group
- Bvirtual team
- Cteam
- Dcross-functional team
- Enone of the above are correct
56Teams and TQ go together as a natural extension of each other. Deming saw that teams were a key feature within many of his quality ideas. The parallels include all of the following EXCEPT
- Awork together to meet customer needs
- Bpromotion of equality among individuals
- Cencouragement of a positive attitude and trust
- Ddiversity provides unique perspectives/creativity
- Eall of the above are correct
57This type of leader provides followers with a sense of meaning and challenge in their work. These leaders intellectually stimulate their followers and support their follower's need for achievement and growth. This type of leader is best described as:
- Atransactional leader
- Btransformational leader
- Csituational leader
- Dtrue leader
- Enone of the above is correct
58There are several types of TQ teams and they include all of the following EXCEPT:
- Asteering committee
- Bproblem-solving teams
- Cnatural work teams
- Dself-managed teams
- Evirtual teams
- Fall of the above are correct
59This TQ team is responsible for establishing policy for TQ and for guiding implementation of TQ within the organization. In a TC organization this function is supported by the executive staff and best described as a:
- Asteering committee
- Bproblem-solving teams
- Cnatural work teams
- Dself-managed teams
- Evirtual teams
- Fall of the above are correct
60Deming was a visionary who foreshadowed several quality leadership ideas within his 14 points. His ideas about leadership included all of the following EXCEPT:
- Acreate and publish a statement of the aims and purposes of the company
- Bteach and institute leadership
- Cdrive out fear, create trust, create a climate of innovation
- Dremove barriers that rob people the pride in workmanship
- Etake action to accomplish the transformation
- Fall of the above is correct
61As you experienced at Whole Foods Market, these TQ teams are empowered to make decisions (at the customer level) about the work that must be performed as well as are empowered to control and improve operations. This is best described as a:
- Asteering committee
- Bproblem-solving team
- Cnatural work team
- Dself-managed team
- Evirtual team
- Fcross-functional team
- Gall of the above are correct
62You work for Apple Computer Company and support a team that meets weekly to focus on department issues that need to be resolved. This is best described as a:
- Asteering committee
- Bproblem-solving team
- Cnatural work team
- Dself-managed team
- Evirtual team
- Fall of the above are correct
63 This TQ team is comprised of workers from several different departments---that typically focuses on process improvements and is likely to disband after the quality project is completed.
- Asteering committee
- Bproblem-solving team
- Cnatural work team
- Dself-managed team
- Evirtual team
- Fcross-functional team
- Gall of the above are correct
64This TQ team is responsible for bottling the all of the delicious beer at St. Arnold's brewery in Houston, Texas. They are organized to complete a unit of work. This is best described as a:
- Asteering committee
- Bproblem-solving team
- Cnatural work team
- Dself-managed team
- Evirtual team
- Fcross-functional team
- Gall of the above are correct
65Jim Smith is an architect in Boston. Sue Jones is a business manager in Houston. Rene West is a finance banker in Chicago and all are working together on developing a new condo project in Austin. This is best described as a:
- Asteering committee
- Bproblem-solving team
- Cnatural work team
- Dself-managed team
- Evirtual team
- Fcross-functional team
- Gall of the above are correct
66Whole Foods Market creates a culture of quality that permeates the entire organization, community, and supply chain. A unique concept that we learned WFM supports:
- AWFM provides micro loans to suppliers with low cost regions
- BWFM shares employee salary information openly
- CWFM seeks to do business with local suppliers to reduce carbon footprint
- DWFM has quality statements, some of which are posted right on the wall of the store
- Eall of the above are correct
67When choosing people to participate on your team, it is best to consider all of the following EXCEPT:
- Achoose personnel with diverse backgrounds and experience within the organization
- Bchoose people that want to be on the team
- Cselect people that are within the same organizational level
- Dchoose people based on the different roles that are required on the team
- Enone of the above
68It is often very easy to team build within an organization as there are perceived benefits for serving on a team. These include all of the following except:
- Apeople believe that being involved on a team with enhance their opportunity for promotion
- Bbeing on the team will allow access to information
- Cfosters a feeling of accomplishment
- Denjoyment of the rewards, recognition and social interaction
- Eall of the above
69In class we discussed some fundamental supply chain practices that can benefit efforts towards TQ. These include all of the following EXCEPT:
- Abase purchasing decisions on quality, cost, and delivery (best value)
- Bestablish the number of suppliers
- Cestablish short-term contracts
- Dmeasure and certify supplier performance
- Enone of the above is correct
70All supply chain professionals at some time, must negotiate with suppliers for mutually beneficial outcomes. Traditional negotiations were zero sum affairs where one side "wins" and the other side "loses". In integrative bargaining there are four ideas that should be followed by the "principled negotiator". They include all of the following EXCEPT:
- Aseparate the people from the problem
- Bfocus on interests, not positions
- Cinvent options (grow the pie) for mutual gain
- Duse objective criteria
- Eall of the above are correct
71 In c!ass during lecture we discussed the idea of the "team leader" and its current significance within organizations. Certainly some of the benefits of establishing a team leader within the work group include all of the following EXCEPT:
- Aa team leader can develop skills to prepare them to manage later in their careers
- Bteam leaders cost the organization less (in salary) than a manage
- Cteam leaders are closer/more knowledgeable of the issues and can fix them faster than a manager
- Dteam leaders perform similar daily tasks as the people within their teams yet also have a quasi-management component within their job requirements,
- Eall of the above is correct
72"Workers have a strong emotional bond to their organization, are actively involved in and committed to their work, feel that their jobs are important, know that their opinions and ideas have value and often go beyond their immediate job responsibilities."
- Aemployee satisfaction
- Bemployee empowerment
- Cemployee engagement
- Demployee dedication
- Enone of the above is correct
73"---Granting the authority to do whatever is necessary to satisfy customers, and trusting employees to make the right choices without waiting for management approval." This is best described as:
- Aemployee satisfaction
- Bemployee empowerment
- Cemployee engagement
- Demployee dedication
- Enone of the above is correct
74As we reviewed in class, five of Deming's 14 Points relate to empowerment. These five points include all of the following EXCEPT:
- Ainstitute training
- Bteach and institute leadership
- Cdrive out fear, create trust, create a climate of motivation
- Deliminate exhortations for the workforce
- Eencourage education and self-improvement for everyone
- Fall of the above is correct
75In lecture we discussed how modern organizations are changing----that they are becoming "flatter" and how this once important job is apparently no longer needed if we hire the right people:
- ACEO
- Bsupply chain professional
- Cteam leader
- Dmiddle manager
- Enone of the above is correct
76This organizational behavior theory suggests that people are motivated by work that fulfills their needs, specifically the need for achievement, the need for affiliation and the need for power. This theory is best described as:
- Aacquired needs theory
- Bgoal-setting theory
- Ctheory X/theory Y
- Djob characteristics theory
- Enone of the above is correct
77This organizational behavior theory states that people whose goals are clear will work more quickly, perform better, and generally be more motivated than people who lack clear goals. This theory is best described as:
- Aacquired needs theory
- Bgoal-setting theory
- Ctheory x/theory y
- Djob characteristics theory
- Enone of the above is correct
78This position is responsible for leading and coaching employee efforts and is often an entryway into management. This position is a cornerstone within the WFM organization and is best described as:
- Ateam leader
- Bmiddle manager
- Cpartner
- Dinternal client
- Enone of the above is correct
79This type of competitive advantage cannot be duplicated by competing organizations. This competitive advantage can be best described as:
- Adifferentiation
- Bpeople
- Ccost leadership
- Dservice leadership
- Enone of the above are correct
80WFM views suppliers very differently than the traditional retailer (like Wal*Mart). We learned from the wall in the stores that WFM thinks of their suppliers as:
- Anon-value add contributors within the supply chain
- Bquality inhibitors
- Cpartners
- Dvendors
- Equality impediments
- Fnone of the above are correct
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- Quality Quiz on Quality Final, created by Chris . on 01/12/2018.
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- Chris .
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- English
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- Created on 1 Dec 2018 · updated on 6 Dec 2018
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