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 :
