Business

According to a free-market model competition among suppliers:

image1.wmfdrives costs higher and quality lower

image2.wmfdrives costs higher and quality higher

image3.wmfdrives costs lower and quality lower

image4.wmfhave no effect on cost and quality

image5.wmfdrives costs lower and quality higher

Which of the following is not an example of a strategic content variable?

image6.wmfQuality costs

image7.wmfTime

image8.wmfLeadership

image9.wmfPlanning

image10.wmfGeneric strategies

Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process.

image11.wmfdefining

image12.wmfmeasuring

image13.wmfimproving

image14.wmfanalyzing

image15.wmfcontrolling

__________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.

image16.wmfLeadership

image17.wmfControlling

image18.wmfOrganizing

image19.wmfEmpowerment

image20.wmfPlanning

External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:

image21.wmfsingle-source measures

image22.wmfbenchmarking measures

image23.wmfsingle-source filters

image24.wmfexternally-directed filters

image25.wmfstretch validation measures

A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.

image26.wmfcustomer partnering

image27.wmfsupplier partnering

image28.wmfsupplier/customer codependence

image29.wmfsupplier linking

image30.wmfvalue partnering

There are two broad categories of quality costs, namely:

image31.wmfproduction costs and service costs

image32.wmfthose costs due to quality inspection and those costs due to quality design

image33.wmfthose costs due to poor quality and costs associated with improving quality

image34.wmfdesign costs and control costs

image35.wmfinspection costs and manufacturing costs

One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:

image36.wmfconstantly changing in manufacturing but remain fairly stable in services

image37.wmfconstantly changing in services but remain fairly stable in manufacturing

image38.wmfrelatively stable

image39.wmfnot a priority for many firms

image40.wmfconstantly changing

The major theoretical contribution of Kaoru Ishikawa was:

image41.wmfPareto Analysis

image42.wmfthe concept of benchmarking

image43.wmfhis assertion that “quality is free”

image44.wmfhis emphasis on total involvement of the operating employees in improving quality

image45.wmfhis insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality

__________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.

image46.wmfControlling

image47.wmfOrganization

image48.wmfLeadership

image49.wmfCulture

image50.wmfManagement

The model of reactive customer-driven quality shows:

image51.wmfa firm’s quality performance is increasing while customer’s expectations are also increasing

image52.wmfa firm’s quality performance is increasing while quality costs are also increasing

image53.wmfa firm’s quality performance is increasing while quality costs are decreasing

image54.wmfa firm’s quality performance is decreasing while customer’s expectations are also decreasing

image55.wmfa firm’s quality performance is increasing while customer’s expectations are decreasing

The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called:

image56.wmfISO 11000

image57.wmftargets for excellence

image58.wmfQ1

image59.wmfQS 9000

image60.wmfchampionship supplying

Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently:

image61.wmfevil

image62.wmfwrong

image63.wmfreactive

image64.wmfdifficult

image65.wmfphilosophical

Some of the key aspects of __________ include attitudes toward change; presence or absence of fear; degree of openness, fairness, and trust; and employee behavior at all levels.

image66.wmflearning

image67.wmforganizing

image68.wmfdecision-making

image69.wmfculture

image70.wmfcontrol

__________ refers to the efficiency with which a product achieves its intended purpose.

image71.wmfReliability

image72.wmfFeatures

image73.wmfPerformance

image74.wmfServiceability

image75.wmfConformance

Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions?

image76.wmfprocess management

image77.wmfleadership

image78.wmfcustomer and market focus

image79.wmfinformation and analysis

image80.wmfstrategic planning

__________ refers to the propensity for a product to perform consistently over its useful life.

image81.wmfReliability

image82.wmfServiceability

image83.wmfPerceived quality

image84.wmfConformance

image85.wmfDurability

Which Baldrige criterion requires the applicant to outline what his or her firm is doing in the area of corporate citizenship?

image86.wmfProcess management

image87.wmfLeadership

image88.wmfCustomer and market focus

image89.wmfBusiness results

image90.wmfStrategic planning

The adoption of aspects of a number of various approaches is known as the:

image91.wmffunctional silo problem

image92.wmfunfocused dilemma

image93.wmfcontingency approach

image94.wmfPerot system

image95.wmfholistic approach

How many winners of the MBNQA can there be each year?

image96.wmf8

image97.wmf6

image98.wmf1

image99.wmf4

image100.wmf3

___________ is the capital that fuels outstanding quality results.

image101.wmfKnowledge

image102.wmfPeople

image103.wmfPerseverance

image104.wmfAttitude

image105.wmfQuality

While Deming is best known for his emphasis on the management of a system for improving quality, his thinking was based on the use of __________ to continually improve.

image106.wmfcomputer science

image107.wmfstatistics

image108.wmfeconometrics

image109.wmfphysics

image110.wmfpsychology

_________ allows customers and customers to tie their systems together to enhance planning, and purchasing, and coordination.

image111.wmfMRP

image112.wmfCPM

image113.wmfEDI

image114.wmfCRM

image115.wmfPERT

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