1. Question: (TCO 6) The use of __________ teams composed of senior managers is prevalent in TQM organizations.

Your Answer:

Complaint-resolution

Problem-solving

Steering

Auditing

Instructor Explanation: (See p. 227)

Points Received: 5 of 5

2. Question: (TCO 6) Effective strategic development in total-quality organizations requires consideration of all of the following, except ______________.

Your Answer:

The details of an organization’s resulting resource commitments ANSWER

The organization’s strengths and weaknesses

The organization’s mission, vision, and guiding principles

An environmental assessment IN

Instructor Explanation: (See pp. 235-238)

Points Received: 0 of 5

3. Question: (TCO 3) The Deming Prize was established in which of the following countries?

Your Answer:

Japan

Germany

The United States

Sweden

Instructor Explanation: (See p. 124)

Points Received: 5 of 5

4. Question: (TCO 3) All of the following are true regarding ISO 9000 series, except ________.

Your Answer:

ISO-certified organizations are assured of providing superior product-quality.

The requirements provide a structure for a basic quality-assurance system.

The standards describe processes-affecting quality.

Individual sites, not entire companies, must achieve registration individually.

Instructor Explanation: (See pp. 129-131)

Points Received: 5 of 5

5. Question: (TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality?

Your Answer:

Manufacturing-based

Value-based

Product-based

User-based

Instructor Explanation: (See p. 14)

Points Received: 5 of 5

6. Question: (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of ________.

Your Answer:

Engineering schools

Ccraft guilds

Automation

The Industrial Revolution

Instructor Explanation: (See p. 5.)

Points Received: 5 of 5

7. Question: (TCO 1) Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?

Your Answer:

Process-improvement efforts

Design-quality reviews

Mass inspection

Team-based initiatives

Instructor Explanation: Ch. 1, p. 7

Points Received: 5 of 5

8. Question: (TCO 2) In any system, final inspection attempts to perform all of the following functions, except ___________.

Your Answer:

To provide the workers with the opportunity to control the quality of the product or service at their work stations

To ensure that no defective items reach the customer

To discover and help resolve production problems

To judge the quality of manufacturing

Instructor Explanation: (See chapter 2.)

Points Received: 5 of 5

9. Question: (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

Your Answer:

Labor, equipment

Quality, quantity

Input, output

Profit, cost

Instructor Explanation: Ch. 2, p. 60

Points Received: 5 of 5

10. Question: (TCO 2) Services differ from manufactured goods in which of the following ways?

Your Answer:

Service output is more easily measured.

Services tend to be produced and consumed simultaneously.

Service output is generally more tangible.

Providing service requires a lower degree of customization than does manufacturing.

Instructor Explanation: Ch. 2, p. 60

Points Received: 5 of 5

11. Question: (TCO 2) Which of the following is NOT generally true about service organizations?

Your Answer:

Customers often are involved in the service process.

Services are capital intensive.

Services cannot be stored, inventoried, or inspected prior to delivery.

Services are produced and consumed simultaneously.

Instructor Explanation: (See pp. 59-60)

Points Received: 5 of 2

Comments: Points adjust to amount for this type of question.

12. Question: (TCO 3) Companies have utilized the Malcolm Baldrige National Quality Award mostly for the purpose of ________.

Your Answer:

Winning an award

Gaining prestige

Internal assessment and improvement

Providing good advertising

Instructor Explanation: Ch. 3, pp. 121-122

Points Received: 5 of 5

13. Question: (TCO 5) “Moments of truth” are instances when which of the following occurs?

Your Answer:

New products are launched.

A firm is audited.

A customer comes into contact with an employee.

A new competitor enters the market with higher quality.

Instructor Explanation: Ch. 4, p. 172

Points Received: 5 of 5

14. Question: (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?

Your Answer:

It focuses on buyer satisfaction associated with consumer nondurable goods. ANSWER

It was first conducted in 1994.

It is based on a large, national sample of consumers. IN

It is designed to indicate national trends as well as industry trends.

Instructor Explanation: Ch. 4, p. 156

Points Received: 0 of 5

15. Question: (TCO 7) Most companies still use traditional measures, such as __________, as a basis for compensation, while more progressive organizations use measures, such as __________.

Your Answer:

Customer satisfaction, profit sharing

Defect prevention, profitability

Revenue growth, customer satisfaction

Cycle-time reduction, cost management

Instructor Explanation: Ch. 6, p. 298

Points Received: 5 of 5

16. Question: (TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____.

Your Answer:

Automation, quality

Quality, productivity

Inventory, quality

Inspection, quality

Instructor Explanation: (See p. 94)

Points Received: 5 of 5

17. Question: (TCO 4) Which of the following is true regarding inspection under the Deming philosophy?

Your Answer:

Inspection encourages quality production.

Inspection can be used to assure quality.

Inspection is rarely accurate.

Inspection adds value to the product.

Instructor Explanation: (See pp. 101-102)

Points Received: 5 of 5

18. Question: (TCO 8) The key stages of a team’s life cycle include all of the following, except for ________.

Your Answer:

Storming

Adjourning

Norming

Rewarding



1. Question: (TCO 4) Deming’s Profound Knowledge consists of four elements. Answer the following three parts relating to the “psychology” element of Deming’s Profound Knowledge. Your discussion should relate to this element of Deming's Profound Knowledge and not to psychology in general.

1. Discuss why psychology is important for us to understand. (10 points)

2. Discuss how fear plays a part in this element. (10 points).

3. Discuss how pay and motivation are of interest in this element. (10 points)

(See pp. 99-100)

Points Received: 30 of 30

2. Question: (TCO 6) Answer the following three parts relating to the situational leadership theory:

1. Discuss the leadership style that would be used if maturity level of the follower was “able and willing.” (10 points)

2. Discuss the leadership style that would be used if maturity level of the follower was “unable but willing.” (10 points)

3. Discuss the leadership style that would be used if maturity level of the follower was “able but unwilling.” (10 points)