Quiz 4


1. Question: (TCO 9) A goal to reduce the time required to fulfill a customer’s order addresses the dimension of

Your Answer:

a. accuracy.

b. cycle time.

c. flexibility.

d. reliability.

Instructor Explanation: (See p. 366)

Points Received: 2 of 2

2. Question: (TCO 9) The legal notion that a manufacturer can be held liable for defective or dangerous products that cause physical harm to users is known as the theory of

Your Answer:

a. strict liability.

b. reciprocity.

c. direct responsibility.

d. producer’s risk.

Instructor Explanation: (See p. 334)

Points Received: 2 of 2

3. 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?

Your Answer:

process management

strategic reengineering

benchmarking

quality control

Instructor Explanation: (See p. 368)

Points Received: 2 of 2

4. Question: (TCO 9) The employees of a manufacturing company who bill customers are involved in _________ for this manufacturing company.

Your Answer:

a value-creation process

a support process

an outsourced process

a supplier process

Instructor Explanation: (See p. 332)

Points Received: 2 of 2

5. Question: (TCO 9) Which of the following terms best describes kaizen?

Your Answer:

concurrent engineering

continuous improvement

innovation

statistical process control

Instructor Explanation: (See p. 364)

Points Received: 2 of 2

6. Question: (TCO 10) A good balanced scorecard should contain which of the following?

Your Answer:

lagging measure only

leading measures only

both lagging and leading measures

neither lagging nor leading measures

Instructor Explanation: (See p. 399)

Points Received: 2 of 2

7. Question: (TCO 10) Operational improvement is an example of which of the following measures?

Your Answer:

customer-focused measure

organizational effectiveness measure

governance measure

social responsibility measure

Instructor Explanation: (See pp. 400-403)

Points Received: 2 of 2

8. Question: (TCO 10) In services, a measure of quality analogous to defects per unit is

Your Answer:

a. errors per unit.

b. errors per opportunity.

c. defects per transaction.

d. defects per opportunity.

Instructor Explanation: (See p. 409)

Points Received: 2 of 2

9. Question: (TCO 10) Studies suggest that quality-related costs are generally in the range of ______ of annual sales.

Your Answer:

a. five to ten percent

b. ten to twenty percent

c. twenty to forty percent

d. fifty to sixty percent

Instructor Explanation: (See p. 416)

Points Received: 2 of 2

10. Question: (TCO 10) The three categories into which many companies classify defects are

Your Answer:

a. inexpensive, costly, and unable.

b. trivial, significant, and catastrophic.

c. minor, major, and critical.

d. unnoticeable, noticeable, and obvious.

Instructor Explanation: (See p. 409)

Points Received: 2 of 2

11. Question: (TCO 9) Match the following:

Your Answer: :

process improvment 4: important to competitive

:

kaizen 5: continuous improvement philsophy

:

cycle time 3: the time it takes to complete one cycle of an activity

:

agility 1: flexiblity and short cycles times

:

__


1. Question: (TCO 9) A goal to reduce the time required to fulfill a customer’s order addresses the dimension of

Your Answer:

a. accuracy.

b. cycle time.

c. flexibility.

d. reliability.

Instructor Explanation: (See p. 366)

Points Received: 2 of 2

2. Question: (TCO 9) The legal notion that a manufacturer can be held liable for defective or dangerous products that cause physical harm to users is known as the theory of

Your Answer:

a. strict liability.

b. reciprocity.

c. direct responsibility.

d. producer’s risk.

Instructor Explanation: (See p. 334)

Points Received: 2 of 2

3. 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?

Your Answer:

process management

strategic reengineering

benchmarking

quality control

Instructor Explanation: (See p. 368)

Points Received: 2 of 2

4. Question: (TCO 9) The employees of a manufacturing company who bill customers are involved in _________ for this manufacturing company.

Your Answer:

a value-creation process

a support process

an outsourced process

a supplier process

Instructor Explanation: (See p. 332)

Points Received: 2 of 2

5. Question: (TCO 9) Which of the following terms best describes kaizen?

Your Answer:

concurrent engineering

continuous improvement

innovation

statistical process control

Instructor Explanation: (See p. 364)

Points Received: 2 of 2

6. Question: (TCO 10) A good balanced scorecard should contain which of the following?

Your Answer:

lagging measure only

leading measures only

both lagging and leading measures

neither lagging nor leading measures

Instructor Explanation: (See p. 399)

Points Received: 2 of 2

7. Question: (TCO 10) Operational improvement is an example of which of the following measures?

Your Answer:

customer-focused measure

organizational effectiveness measure

governance measure

social responsibility measure

Instructor Explanation: (See pp. 400-403)

Points Received: 2 of 2

8. Question: (TCO 10) In services, a measure of quality analogous to defects per unit is

Your Answer:

a. errors per unit.

b. errors per opportunity.

c. defects per transaction.

d. defects per opportunity.

Instructor Explanation: (See p. 409)

Points Received: 2 of 2

9. Question: (TCO 10) Studies suggest that quality-related costs are generally in the range of ______ of annual sales.

Your Answer:

a. five to ten percent

b. ten to twenty percent

c. twenty to forty percent

d. fifty to sixty percent

Instructor Explanation: (See p. 416)

Points Received: 2 of 2

10. Question: (TCO 10) The three categories into which many companies classify defects are

Your Answer:

a. inexpensive, costly, and unable.

b. trivial, significant, and catastrophic.

c. minor, major, and critical.

d. unnoticeable, noticeable, and obvious.

Instructor Explanation: (See p. 409)

Points Received: 2 of 2

11. Question: (TCO 9) Match the following:

Your Answer: :

process improvment 4: important to competitive

:

kaizen 5: continuous improvement philsophy

:

cycle time 3: the time it takes to complete one cycle of an activity

:

agility 1: flexiblity and short cycles times

: