Deck 13: The Search for Efficiency and Effectiveness

Question 1

The mean time between failures (MTBF) is the expectation of how long a product is expected to last.

Answer 1

True

Question 2

For brainstorming, a node or a figure representing the core notion is drawn at the center, while ideas that are related to this central notion are drawn off, as branches, to the sides.

Answer 2

False

Question 3

PDCA cycle is a series of steps to ensure continuous improvement.

Answer 3

True

Question 4

The extent to which the replacement parts of a car match the original equipment manufacturer components is an example of a product's reliability.

Question 5

As an innovation strategy, the technology driver is superior to the need seeker and market reader strategies.

Question 6

W. Edwards Deming argued that quality should be seen as the responsibility of management or a specialized group, such as quality assurance.

Question 7

The aesthetics of a product is most influenced by brand names, advertising, and commonly held perceptions concerning a product.

Question 8

Features are the primary measurable operating characteristics of a product, while performance comes second.

Question 9

Covey suggests that developing a personal mission statement is vital to achieving balance between the different roles in one's personal and professional lives.

Question 10

Covey advocates that an individual should have a deep understanding of what is important in one's life so he can focus on the same role throughout his life.

Question 11

Steven Covey's approach to time management is based on valuing relationships and recognizing that the proper management of relationships will reduce the amount of time wasted in activities.

Question 12

SERVQUAL system explains the notion that quality is associated with a gap between expectations and perceptions.

Question 13

W. Edwards Deming argued that one should believe that the purpose of a business is to delight a customer.

Question 14

A product's durability refers to how well the product lasts over time and under different environments.

Question 15

Market reader firms actively interact with their present and future customers and carefully listen to them so that they can develop new products and services.

Question 16

The difference between the prices of a generic bottle of aspirin versus a brand name version is due to perceived quality.

Question 17

A need seeker firm maintains a close relationship with its customers and provides them value through small innovative changes.

Question 18

Mind mapping is a visual model that uses words, phrases, tasks, or concepts centered on an idea or a problem.

Question 19

The SERVQUAL is a market research instrument that plays a prominent role in improving quality in service environments.

Question 20

Steven Covey's goal is to produce a "balanced manager," referring to what he argues are the four fundamental human needs: physical needs, social needs, mental needs, and spiritual needs.

Question 21

A system composed of essentially a list of tasks that must be done can be termed as a:

A) first-generation time-management system.
B) second-generation time-management system.
C) third-generation time-management system.
D) fourth-generation time-management system.
E) fifth-generation time-management system.

Question 22

The tasks which are critical to an individual's well-being and are present in the important/not urgent quadrant of the time-management matrix are found in:

A) quadrant 1.
B) quadrant 2.
C) quadrant 3.
D) quadrant 4.
E) quadrant 5.

Question 23

"Motion," one of the seven sources of manufacturing wastes, refers to components or products, not employees and equipment.

Question 24

Quick changeover is a program to reduce setup times to make it more attractive to produce in smaller batches.

Question 25

Philip Crosby argues that expenditures on quality to guarantee conformance to requirements will always be more than the cost of nonconformance.

Question 26

In the pull system, the term "pull" means that the production of goods and services is triggered by manufactured supplies.

Question 27

Lean thinking recognizes the vital importance of first identifying the customer's notion of value.

Question 28

A second-generation time-management system is one that:

A) brings balance into the personal and professional life of an individual.
B) handles several tasks simultaneously.
C) is composed of essentially a list of tasks that must be done.
D) incorporates a system of prioritization to tasks that must be done.
E) ties deadlines to those tasks that must be done.

Question 29

Achieving outcomes that someone wishes to produce refers to being:

A) efficient.
B) effective.
C) active.
D) creative.
E) responsive.

Question 30

The tasks requiring focus which are important but not urgent are found in the quadrant of:

A) excellence.
B) necessity.
C) quality.
D) deception.
E) waste.

Question 31

In the time-management matrix, the tasks which are urgent but not important are grouped under:

A) quadrant 5.
B) quadrant 4.
C) quadrant 3.
D) quadrant 2.
E) quadrant 1.

Question 32

The successful management of a meeting is a learnable skill.

Question 33

Lean thinking offers an alternative to cost cutting by reducing staff.

Question 34

In the time-management matrix, tasks like crises, pressing problems, and deadline driven projects are found in the quadrant of:

A) excellence.
B) necessity.
C) quality.
D) deception.
E) waste.

Question 35

The agenda is a mechanism for ensuring that a meeting is focused on relevant topics.

Question 36

A system that incorporates a system of prioritization to tasks that must be done can be termed as:

A) first-generation time-management system.
B) second-generation time-management system.
C) third-generation time-management system.
D) fourth-generation time-management system.
E) fifth-generation time-management system.

Question 37

Lean Six Sigma is a program that combines aspects of both lean thinking and quality management.

Question 38

Quality management and lean thinking have the notion of customer value at their cores.

Question 39

Producing the desired results within the minimum expenditure of energy, time, money, personnel, or material is a definition of:

A) efficiency.
B) effectiveness.
C) activity log.
D) multitasking.
E) operations.

Question 40

The three types of inventory-raw materials, work in process, and finished goods-are all forms of investment.

Question 41

The quadrant of waste consists of tasks like:

A) preparation, prevention, and empowerment.
B) crises, pressing problems, and deadline driven projects.
C) interruptions, popular activities, and proximate and pressing matters.
D) trivia, junk mail, and "escape" activities.
E) meetings, preparations, and values clarification.

Question 42

An activity log can be defined as:

A) the activities and tasks associated with turning a firm's inputs unto good and services.
B) the ability to handle several activities simultaneously.
C) a technique that involves writing down every task and activity a person is involved with during a day.
D) achieving outcomes that someone wishes to produce.
E) producing the desired results within the minimum expenditure of energy, time, money, personnel.

Question 43

The speed, competence, and courtesy of repairs or maintenance of a product is a measure of its:

A) features.
B) serviceability.
C) aesthetics.
D) conformance.
E) durability.

Question 44

Which of the following is the dimension of service quality that deals with the physical appearance of a facility, personnel, and communications media?

A) Assurance
B) Reliability
C) Empathy
D) Responsiveness
E) Tangibles

Question 45

The luxuriousness of a car's dashboard is a measure of its:

A) aesthetics.
B) feature.
C) serviceability.
D) conformance.
E) durability.

Question 46

The extent to which a product matches established standards is known as its:

A) feature.
B) durability.
C) serviceability.
D) aesthetics.
E) conformance.

Question 47

Which of the following dimensions of service quality deals with the speed and courtesy to customer inquiries?

A) Assurance
B) Reliability
C) Empathy
D) Responsiveness
E) Tangibles

Question 48

Which of the following dimensions of service quality deals with the extent and quality of individualized attention given to a customer?

A) Assurance
B) Reliability
C) Empathy
D) Responsiveness
E) Tangibles

Question 49

The measure of bulb's wattage indicates its:

A) features.
B) durability.
C) performance.
D) serviceability.
E) aesthetics.

Question 50

The probability that a product will function for a given period of time or how often it breaks down is known as its:

A) feature.
B) reliability.
C) durability.
D) serviceability.
E) aesthetics.

Question 51

A fourth-generation time-management system is one that:

A) brings balance into the personal and professional life of an individual.
B) ties deadlines to those tasks that must be done.
C) handles several tasks simultaneously.
D) is composed of essentially a list of tasks that must be done.
E) incorporates a system of prioritization to tasks that must be done.

Question 52

The size or brightness of the screen of a laptop computer is a measure of its:

A) features.
B) durability.
C) performance.
D) serviceability.
E) aesthetics.

Question 53

Which of the following dimensions of product quality is the most subjective?

A) Features
B) Serviceability
C) Aesthetics
D) Conformance
E) Durability

Question 54

The expectation of how long a product will last and how it will function under various working conditions is known as its:

A) feature.
B) durability.
C) serviceability.
D) aesthetics.
E) conformance.

Question 55

Assurance is:

A) the ability to perform the service correctly and consistently.
B) the speed and courtesy to customer inquiries.
C) the extent to which the customer trusts and has confidence in the service provider.
D) the physical appearance of the facility, personnel, and communications media.
E) the extent and quality of individualized attention given to a customer.

Question 56

The quality of a laptop computer's functionality after it is dropped is a measure of its:

A) feature.
B) serviceability.
C) aesthetics.
D) conformance.
E) durability.

Question 57

The ability to handle several responsibilities simultaneously is a definition of:

A) efficiency.
B) effectiveness.
C) activity log.
D) multitasking.
E) operations.

Question 58

The quadrant of deception consists of tasks like:

A) preparation, prevention, and empowerment.
B) crises, pressing problems, and deadline driven projects.
C) trivia, junk mail, and "escape" activities.
D) preparations, values clarification, and phone calls.
E) interruptions, popular activities, and proximate and pressing matters.

Question 59

Responsiveness is:

A) the ability to perform the service correctly and consistently.
B) the speed and courtesy to customer inquiries.
C) the extent to which the customer trusts and has confidence in the service provider.
D) the physical appearance of the facility, personnel, and communications media.
E) the extent and quality of individualized attention given to a customer.

Question 60

The tasks which should be avoided because they are neither urgent nor important are grouped under:

A) quadrant 5.
B) quadrant 4.
C) quadrant 3.
D) quadrant 2.
E) quadrant 1.

Question 61

A(n) _____ firm is a business that puts money into research and development to produce revolutionary breakthroughs and/or incremental changes.

Question 62

_____ is a group process by which individuals produce solutions to problems without any restriction placed on their possible options.

Question 63

_____ involves working effectively and efficiently.

Question 64

The five _____ quality dimensions are: tangibles, reliability, responsiveness, assurance, and empathy.

Question 65

An engagement with the customer in a service environment that is a failure refers to:

A) waiting.
B) overprocessing.
C) defects.
D) overproduction.
E) opportunity lost.

Question 66

As one of the seven sources of manufacturing wastes, transportation refers to:

A) the movement of components and parts not associated with their transformation.
B) components or products which are not being processed.
C) a component or a product that requires more time to process than the standard estimate.
D) producing more than the customer wants at a particular point in time.
E) the failure to provide clear instructions for any stage of the service environment.

Question 67

The dimension of _____ deals with how a product looks, feels, sounds, tastes, or smells.

Question 68

As one of the seven sources of manufacturing wastes, overproduction refers to:

A) the movement of components and parts not associated with their transformation.
B) components or products which are not being processed.
C) a component or a product that requires more time to process than the standard estimate.
D) the failure to provide clear instructions for any stage of the service environment.
E) generating more than the customer wants at a particular point in time.

Question 69

Which of the following sources of manufacturing wastes refers to poor quality of products and services?

A) Waiting
B) Defects
C) Overprocessing
D) Inventory
E) Overproduction

Question 70

Which of the following sources of service wastes corresponds to defects in manufacturing wastes?

A) Duplication
B) Errors
C) Unclear communication
D) Unnecessary motion
E) Opportunity lost

Question 71

Time-management systems have evolved through _____ generations of models.

Question 72

When a customer is shuttled between a variety of operations and where each move does not substantially add to value it refers to:

A) duplication.
B) overproduction.
C) unclear communication.
D) unnecessary motion.
E) opportunity lost.

Question 73

The goal of a(n) _____ analysis is to identify what task or activity should be eliminated and when a high-value challenging task should be scheduled.

Question 74

Which of the following is a source of service waste that refers to instance in which a customer must wait for any aspect of the service?

A) Duplication
B) Overprocessing
C) Delay
D) Overproduction
E) Inventory

Question 75

Backorder is a form of:

A) duplication.
B) overprocessing.
C) incorrect inventory.
D) overproduction.
E) motion.

Question 76

As one of the seven sources of manufacturing wastes, overprocessing refers to:

A) the movement of components and parts not associated with their transformation.
B) components or products which are not being processed.
C) a component or a product that requires more time to process than the standard estimate.
D) producing more than the customer wants at a particular point in time.
E) the failure to provide clear instructions for any stage of the service environment.

Question 77

Raw materials, work in process, and finished goods, which are all forms of investment, are the three types of:

A) waiting.
B) overprocessing.
C) motion.
D) inventory.
E) overproduction.

Question 78

A product's _____ is most often measured by the mean time between failures (MTBF).

Question 79

A diagram that specifies all the types of relationships among key elements of a problem or an issue is known as a(n) _____.

Question 80

Instructions that are filled with jargon or that easily confuse customers are examples of:

A) duplication.
B) errors.
C) unclear communication.
D) unnecessary motion.
E) overprocessing.