Deck 1: Introduction to Quality and Performance Excellence

Question 1

Pursuant to the development of "scientific management," quality control was carried out by skilled craftspeople, who served both as manufacturers and inspectors, building quality into their products.

Answer 1

False

Question 2

In 1984, the U.S Government designated November as the National Quality Month.

Answer 2

True

Question 3

Tolerances are acceptable deviations from targets.

Answer 3

True

Question 4

Unlike services, manufacturing is performed away from the customer.

Question 5

For an airline company, "on time arrival" for an airline is a measure of service performance while frequent flyer awards and "business class" sections represent features.

Question 6

The "voice of the customer" refers to both near-term and longer-term customer needs and expectations.

Question 7

"Continuous improvement" refers to both incremental and "breakthrough" improvement.

Question 8

Considering the three classes of needs suggested by Noriaki Kano, the required safety features in an automobile is an example of a satisfier.

Question 9

Which of the following statements is not true regarding the history of quality in organizations?

A) Before the Industrial Revolution, skilled craftspeople served both as manufacturers and inspectors.
B) Statistical approaches to quality control had their origins at General Electric.
C) Scientific management led to "quality control" which basically meant the separation of good from the bad product.
D) Deming and Juran introduced statistical quality control to Japan as part of General MacArthur's rebuilding program.

Question 10

As part of the evolving understanding of quality management, many began to use the term _____ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality - _____.

A) strategic quality; operational quality
B) macro-quality; micro-quality
C) Big Q; Little Q
D) total quality; product quality

Question 11

Quality control in manufacturing is usually based on:

A) Six Sigma standards.
B) equipment standards.
C) customer expectations.
D) conformance to specifications.

Question 12

Which of the following is not a difference in the management of quality in services and manufacturing?

A) Customer needs and performance standards are often difficult to identify and measure.
B) The production of services typically requires a higher degree of customization than does manufacturing.
C) Customers often are involved in the service process and present while it is being performed.
D) Services are generally capital intensive, whereas manufacturing is more labor intensive.

Question 13

Which of the following is not one of the critical service dimensions?

A) Conformity
B) Consistency
C) Courtesy
D) Accessibility

Question 14

_____ is the term used in the health care profession to denote quality initiatives methods.

A) Total health quality
B) Continuous quality improvement
C) Medical quality improvement
D) Comprehensive health initiative

Question 15

Which of the following is not one of the basic principles of total quality?

A) Customer and stakeholder focus
B) Employee engagement and teamwork
C) Management by objectives
D) A view of performance excellence as an integrated system

Question 16

Noriaki Kano suggests that three classes of customer needs exist. Which of the following is not one of them?

A) Essentials
B) Dissatisfiers
C) Delighters/exciters
D) Satisfiers

Question 17

_____ refer to those needs that are expected in a product or service.

A) Essentials
B) Dissatisfiers
C) Delighters/exciters
D) Satisfiers

Question 18

The importance of Noriaki Kano's classification is realizing that although _____ are relatively easy to determine through routine marketing research, special effort is required to elicit customer perceptions about _____.

A) dissatisfiers; satisfiers
B) delighters; exciters
C) satisfiers; dissatisfiers
D) delighters; satisfiers

Question 19

Over time, _____ become _____ as customers become used to them.

A) delighters/exciters; satisfiers
B) dissatisfiers; satisfiers
C) satisfiers; delighters/exciters
D) dissatisfiers; delighters/exciters

Question 20

McGregor's Theory X model of motivation says that:

A) workers dislike work and require close supervision and control.
B) workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work.
C) workers are motivated mainly by monetary progress and replenishments.
D) workers are motivated if they are part of a motivated team.

Question 21

Which of the following is not a classification of teamwork?

A) Vertical
B) Horizontal
C) Interorganizational
D) Multiorganizational

Question 22

At the _____ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.

A) work
B) process
C) strategic
D) organizational

Question 23

Which of the following is not performance data at the process level?

A) Yields
B) Cycle times
C) Productivity measures
D) Market indicators

Question 24

Which of the following is not true regarding the agency theory?

A) It takes a long-term perspective based on continuous improvement.
B) It is based on an economic perspective.
C) It propounds the belief that people are self-interested and opportunistic.
D) It suggests that information may be concealed to advance self-interests.

Question 25

Which model does Total Quality share most similarities with?

A) Mechanistic
B) Organismic
C) Environmental
D) Cultural

Question 26

In the cultural model, all of the following are true except:

A) managers take on a more distinctive leadership role.
B) employees have greater voice in establishing organizational goals.
C) all structural decisions are value-based.
D) learning needs are driven by adaptation to environmental forces.

Question 27

Describe the significance of Big Q and Little Q.

Question 28

What are the principles of total quality?

Question 29

Describe the three levels at which data support organizational functioning.