Deck 6: Quality Culture: Changing Hearts, Minds, and Attitudes

Question 1

Expectations are important determinants of organizational culture.

Answer 1

True

Question 2

If an organization begins to decline after moving to total quality it should return to its traditional approach.

Answer 2

False

Question 3

The most effective way to implement changes is to make sure all employees have sufficient warning prior to the actual changes.

Answer 3

False

Question 4

It might be necessary to change an organization's leadership to ensure needed cultural change.

Question 5

The key people in an organization that is establishing a quality culture are those who can facilitate and those who can inhibit implementation of the change.

Question 6

To maintain a quality culture organizations must recognize and reward behaviors that nurture quality.

Question 7

The three components of behavior-based quality are compliance, prevention, and improvement.

Question 8

There are several primary reasons why cultural change must either precede or at least parallel the implementation of total quality. Which of the following is NOT a primary reason?

A) Moving to Total Quality takes time.
B) Employees may not adapt to too many changes.
C) It can be difficult to overcome the past
D) Change cannot occur in a hostile environment

Question 9

Which of the following is NOT a law of organizational change?

A) Involve everyone affected by change in making it.
B) Be prepared to listen and observe.
C) Trust people and treat them with dignity and respect.
D) Understand the history behind the current culture.

Question 10

Which of the following strategies are needed for establishing a quality culture?

A) Take a hearts and minds approach
B) Put the planned changes in writing
C) Support of management
D) All the strategies above are needed for establishing a quality culture.

Question 11

Advocates of change:

A) Are often unaware of how a proposed change will be perceived by potential resisters.
B) Fear a loss of control.
C) Sometimes fear the unknown.
D) Are patient with the concerns of resisters.

Question 12

Strategies for establishing a quality culture include which of the following?

A) Watching shocking videos
B) Realization of the work effort
C) Developing a plan for making the changes
D) Rebuilding teams

Question 13

Which of the following is a strategy for maintaining a quality culture?

A) Increase the company's debt-to-assets ratio
B) Streamline the RFP process
C) Discourage initiative in favor of SOPs
D) Keep employees involved