Question 1

In a typical manufacturing system,which of the following will be the responsibility of the Purchasing and Receiving department?
A)Installation and service
B)Industrial engineering and process design
C)Tool engineering
D)Production planning and scheduling

Accepted Answer

Purchasing and Receiving department is responsible for receiving and inspecting incoming materials, and for maintaining inventory levels.

Question 2

A 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care.They include all of the following EXCEPT:
A)unavoidable errors.
B)underutilization of services.
C)overuse of services.
D)variation in services.

Accepted Answer

The 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care, including underutilization of services, overuse of services, and variation in services. However, the study did not include unavoidable errors as a type of quality problem.

Question 3

Which of the following is NOT a leading quality management practice in purchasing and receiving?
A)Selecting a supplier who bids the lowest price on a supply contract
B)Training suppliers in quality improvement methodology
C)Retaining suppliers that meet expectations for superior quality
D)Requiring suppliers to provide proof of capable processes

Accepted Answer

Selecting a supplier based solely on the lowest price is not a leading quality management practice because it does not necessarily guarantee quality. Quality should be a primary consideration when selecting a supplier, and other factors such as reliability, timeliness, and responsiveness should also be taken into account.

Question 4

The purchasing department can help a firm achieve quality by following all of the following EXCEPT:
A)selecting quality-conscious suppliers.
B)informing suppliers of any problems encountered with their goods.
C)establishing ad-hoc supplier relationships based on requirements.
D)providing quality-improvement training to suppliers.

Accepted Answer

Establishing ad-hoc supplier relationships based on requirements does not necessarily ensure quality. Rather, a more strategic and long-term approach to supplier selection and development is needed to achieve quality, such as selecting quality-conscious suppliers and providing quality-improvement training to suppliers. Informing suppliers of any problems encountered with their goods can also help them improve their own quality processes.

Question 5

The largest impact of information technology for service has been in:
A)e-commerce.
B)automated billing.
C)order tracking.
D)managing the rewards system.

Accepted Answer

E-commerce has revolutionized the way services are delivered and consumed. It has enabled businesses to reach wider audiences, provide online payment systems and offer personalized services. It has also allowed customers to purchase services from anywhere, at any time, making it a game-changer for the service industry. Automated billing, order tracking and managing the rewards system are important aspects that have been positively impacted due to e-commerce.

Question 6

The two most important drivers of service quality are _____ and _____.
A)time; convenience
B)people; technology
C)satisfaction; feedback
D)expectation; actual delivery

Accepted Answer

People, meaning employees, are crucial in delivering quality service as they interact directly with customers. Technology plays an increasingly important role in improving service quality, efficiency and speed. While the other options may be important factors, people and technology are the most critical drivers of service quality.

Question 7

Category Two awards of the President's Quality Award is given:
A)for a specific practice, falling under one of the five government-wide Management Initiatives, that is innovative and exemplary.
B)for agency performance in non-Government management initiatives, that is innovative and exemplary.
C)for agency performance in one of the five Government-wide Management Initiatives.
D)for agency performance in integrating their management systems under the five Government-wide Management Initiatives.

Accepted Answer

The answer of Category Two awards of the President's Quality...

Question 8

The service sector began to recognize the importance of quality several years after manufacturing had done so for all the following reasons EXCEPT:
A)services did not confront the same aggressive foreign competition that manufacturing faced.
B)high turnover rate in service industry jobs.
C)constantly changing personnel.
D)the very nature of quality changed from achieving customer satisfaction to a focus on product defects.

Accepted Answer

The nature of quality changing from customer satisfaction to product defects is not a reason for the service sector's delayed recognition of quality importance.

Question 9

Many service companies act on the motto:
A)"If we take care of our workforce, they will take care of our customers."
B)"Live life to the fullest."
C)"Small service is true service, while it lasts."
D)"Unwilling service earns no thanks."

Accepted Answer

This is the best choice as it emphasizes the importance of taking care of employees, which in turn will lead to better customer service. Happy, well-trained employees who feel valued are more likely to go above and beyond for customers.

Question 10

_____ requires that inventories be reduced to the barest minimum.
A)Six Sigma
B)Just-in-time
C)Production scheduling
D)Systems view

Accepted Answer

Just-in-time (JIT) is a production strategy that emphasizes the elimination of inventory waste by producing only what is needed, when it is needed, and in the amount needed to support customer demand. This is achieved by reducing lead times and increasing production flexibility through process improvements, teamwork, and the implementation of a range of techniques and tools. JIT requires that inventories be reduced to the barest minimum, which helps to reduce costs, improve quality, and increase efficiency. Six Sigma, production scheduling, and systems view are not directly related to inventory reduction.

Question 11

A _____ specifies long-term and short-term production requirements for filling customer orders and meeting anticipated demand.
A)quality forecast
B)vision statement
C)production plan
D)capacity planning

Accepted Answer

A production plan outlines the expected demand and production requirements needed to meet customer orders and anticipated demands. Capacity planning refers to determining the optimal level of production capacity needed to meet demand, but the question specifically asks for a plan that outlines production requirements. Quality forecast and vision statements do not address production requirements.

Question 12

Viewing a McDonald's restaurant as being composed of order taking/cashier,grilling and food preparation,drive-through,purchasing,and training processes is an example of:
A)just-in-time control.
B)systems thinking.
C)resource alignment.
D)functional analysis.

Accepted Answer

Viewing the McDonald's restaurant as a system made up of different processes is an example of systems thinking. Systems thinking is the approach of looking at various components of a system and how they interact to achieve a common goal. In this case, the goal is to provide customers with fast food. The process of taking orders, grilling and food preparation, training, purchasing, and drive-through are all part of the overall system that helps achieve this goal. Just-in-time control, resource alignment, and functional analysis are not applicable in this scenario.

Question 13

_____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.
A)Systems thinking
B)Continuous improvement
C)The Golden Hammer
D)Quality circle programs

Accepted Answer

Quality circle programs were developed in the late 1970s at several Department of Defense installations, as stated in the sentence. The other options, such as systems thinking and continuous improvement, may also be associated with team participation or management practices, but they were not specifically mentioned in the given sentence. The Golden Hammer is a term used to describe the over-reliance on a familiar tool or approach, and it is not directly related to team participation.

Question 14

Systems thinking can be applied to the analysis of:
A)manufacturing processes but not service processes.
B)service processes but not manufacturing processes.
C)both manufacturing and service processes.
D)manufacturing processes in engineering industries only.

Accepted Answer

Systems thinking is a holistic approach that views a process or system as a whole, rather than as individual parts or functions. It can be applied to both manufacturing and service processes as they are complex systems with interdependent parts that interact with each other. Therefore, option C is the correct choice. Option A and D are incorrect because systems thinking can be applied to service processes as well, not just manufacturing processes. Option B is incorrect because it is the exact opposite of what systems thinking is all about.

Question 15

Systems thinking:
A)has yet to be viewed as an important aspect in the managing for quality.
B)has been determined to be an unimportant aspect in the managing for quality.
C)is viewed as an important aspect in the managing for quality.
D)is a controversial topic among quality management professionals.

Accepted Answer

Systems thinking is viewed as an important aspect in managing for quality as it involves taking a holistic approach to problem-solving and decision-making, considering the interconnections and interdependence of various components within a system. This approach is essential for improving the overall effectiveness and efficiency of quality management processes.

Question 16

The North American Industry Classification System (NAICS)classifies _____ to include all nonmanufacturing organizations except such industries as agriculture,mining,and construction.
A)emerging markets
B)service organizations
C)marginal industries
D)value-added industries

Accepted Answer

The NAICS classifies service organizations as part of the nonmanufacturing sector, which includes all industries except agriculture, mining, and construction. Emerging markets, marginal industries, and value-added industries are not specifically classified by the NAICS.

Question 17

By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.
A)service quality
B)systems thinking
C)perceived value
D)inventory management

Accepted Answer

The sentence states that manufacturers discovered that "service quality is as critical to retaining customers as the tangible products they buy," indicating that the best choice is A) service quality. The other options listed, systems thinking, perceived value, and inventory management, are not directly mentioned in the sentence as being critical to retaining customers.

Question 18

In 2000,the Institute of Medicine (IOM)issued a report which showed that the majority of medical errors do not result from recklessness,but are caused by:
A)underqualified service providers.
B)lack of proper training.
C)faulty systems and processes.
D)major technical glitches.

Accepted Answer

The answer of In 2000,the Institute of Medicine (IOM)issued a...

Question 19

Continuous improvement is evaluated using four processes.Which of the following is NOT one of them?
A)The Performance Appraisal Review Process
B)The Comprehensive Local Employment Program
C)The Performance Measurement System
D)Surveys and committee evaluations

Accepted Answer

The Comprehensive Local Employment Program is not a process for evaluating continuous improvement. The other options listed (Performance Appraisal Review Process, Performance Measurement System, Surveys and committee evaluations) are all commonly used processes for evaluating and improving performance.

Question 20

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:
A)convenience of the customer.
B)employee performance and behavior.
C)unwritten guidelines based on past experiences.
D)mutual understanding between the customer and the employee.

Accepted Answer

Intangible quality characteristics of a service offering are often related to the performance and behavior of employees. It can be difficult to manage these characteristics as they are dependent on the subjective experiences of both customers and employees. However, by focusing on employee training, motivation, and empowerment, service providers can improve their ability to manage these intangible quality aspects.

Quiz 2: Total Quality In Organizations

In a typical manufacturing system,which of the following will be the responsibility of the Purchasing and Receiving department?

A 1998 study by the President's Advisory Commission on Consumer Protection and Quality in the Health Care Industry noted several types of quality problems in health care.They include all of the following EXCEPT:

Which of the following is NOT a leading quality management practice in purchasing and receiving?

The purchasing department can help a firm achieve quality by following all of the following EXCEPT:

The largest impact of information technology for service has been in:

The two most important drivers of service quality are _ and _.

Category Two awards of the President's Quality Award is given:

The service sector began to recognize the importance of quality several years after manufacturing had done so for all the following reasons EXCEPT:

Many service companies act on the motto:

_____ requires that inventories be reduced to the barest minimum.

A _____ specifies long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

Viewing a McDonald's restaurant as being composed of order taking/cashier,grilling and food preparation,drive-through,purchasing,and training processes is an example of:

_____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.

Systems thinking can be applied to the analysis of:

Systems thinking:

The North American Industry Classification System (NAICS) classifies _____ to include all nonmanufacturing organizations except such industries as agriculture,mining,and construction.

By the 1990s,many manufacturers discovered that _____ is as critical to retaining customers as the tangible products they buy,and turned attention to such support processes as order entry,delivery,and complaint response.

In 2000,the Institute of Medicine (IOM) issued a report which showed that the majority of medical errors do not result from recklessness,but are caused by:

Continuous improvement is evaluated using four processes.Which of the following is NOT one of them?

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on: