Grade Details - All Questions Page: 1 2 1. Question : (TCO 9) In a TQM manufacturing environment, the burden of inspecting the quality of purchased material rests with the _____. Student Answer: transporter of the material supplier of the material user of the material purchaser of the material 2. Question : (TCO 9) Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of which of the following? Student Answer: Process management Strategic reengineering Benchmarking Quality control 3. Question : (TCO 9) Which type of process drives the creation of products and services, is critical to customer satisfaction, and has a large impact on the organization's strategic goals? Student Answer: Value-creation process Support process Outsourced process Supplier process 4. Question : (TCO 9) _____ are accountable for process performance. Student Answer: Process managers Process owners Process workers Process Black Belts 5. Question : (TCO 9) In the context of process management, _____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance, whereas _____ implies enhancing performance. Student Answer: performance, innovation control, improvement inspection, anticipation standardization, customization 6. Question : (TCO 10) If a company finds that the level of employee satisfaction appears to predict turnover, then employee satisfaction represents ______ measure while turnover represents ______ measure. Student Answer: a leading, a lagging a prescriptive, a predictive a dependent, an independent a prevention, an appraisal 7. Question : (TCO 10) A good, balanced scorecard should contain which of the following? Student Answer: Lagging measures only Leading measures only Both lagging and leading measures Neither lagging nor leading measures 8. Question : (TCO 10) Operational improvement is an example of which of the following measures? Student Answer: Customer-focused measure Organizational effectiveness measure Governance measure Social responsibility measure 9. Question : (TCO 10) An advantage of cost of quality measures is that management receives a report in which the unit of analysis is _____. Student Answer: errors defects dollars lost sales 10. Question : (TCO 10) Regulatory/legal compliance and community service is an example of which of the following performance measures? Student Answer: Financial and market measure Governance measure Human resource measure Leadership and social responsibility measure Grade Details - All Questions Page: 1 2 1. Question : (TCO 9) Match the following: Student Answer: : Process improvement : Kaizen : Cycle time : Agility : Breakthrough improvement 2. Question : (TCO 10) What are the three main costs that relate to external failure costs? 3. Question : (TCO 10) What are three of the five purposes of a performance measurement system? 4. Question : (TCO 10) What are three of the five benefits listed that the right information to the right people can provide? 5. Question : (TCO 9) What are three of the seven elements of effective quality control systems? 6. Question : (TCO 9) What are three of the five activities that a total approach to product and process design involves? 7. Question : (TCO 9) Briefly describe breakthrough quality improvement.