Question 1

With respect to the quality dimensions of manufactured products, _____refer(s) to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

Accepted Answer

Durability refers to the length of time a product can stay in good condition, in other words, it measures the product's ability to withstand wear, pressure, or damage over time.

Question 2

With respect to the systems approach to management, _____ refers to looking at an organization as a whole and building on key business attributes, including core competencies, strategic objectives, action plans, and work systems.

Accepted Answer

Synthesis is the process of combining different elements to create something new. In the context of the systems approach to management, synthesis involves looking at the organization as a whole and bringing together its various components in a way that supports the achievement of strategic objectives. This involves building on key business attributes, including core competencies, action plans, work systems, and other factors that contribute to the organization's success. Integration and alignment are also important concepts in the systems approach to management, but they are more closely related to specific aspects of the organization's structure and operations, rather than to the overall approach to management. Sequence is not directly related to the systems approach to management.

Question 3

Which of the following is an example of a service provider?

Accepted Answer

A bank is an example of a service provider as it provides financial services such as deposit accounts, loans, and payment processing to customers. A steel plant, clothing manufacturer, and pharmaceutical company are all examples of product manufacturers.

Question 4

A(n) _____ is a sequence of activities that is intended to achieve some result.

Accepted Answer

A process is a sequence of activities that are designed to achieve a specific result. It is a structured approach to accomplishing a task or a set of tasks in an organized and efficient manner. The purpose of a process is to define a clear set of steps or actions that need to be taken to achieve a desired outcome. This can include anything from a manufacturing process to a customer service process. Other options such as 'array,' 'cluster,' and 'symmetry' do not accurately define a sequence of activities intended to achieve a specific result.

Question 5

With respect to the quality dimensions of manufactured products, _____ deals with how a product looks, feels, sounds, tastes, or smells.

Accepted Answer

Aesthetics deals with the sensory experience of a product, including its visual appearance, texture, sound, taste, or smell. Serviceability refers to the ease of maintenance and repair, durability relates to the product's expected lifespan, and performance refers to its ability to meet functional requirements.

Question 6

Customer engagement refers to:

Accepted Answer

Customer engagement is all about building strong, long-lasting relationships with customers. This involves interacting with customers on a regular basis, gathering feedback, and making changes to products and services to better meet their needs. The ultimate goal of customer engagement is to increase customer satisfaction and loyalty, which can lead to increased revenue and business growth. Option A pertains to maximizing revenue but through individual customers rather than building relationships. Option C pertains to customization but is not necessarily linked to relationship building. Option D refers to customers suggesting ideas but does not capture the broader scope of customer engagement.

Question 7

According to McGregor's _____ , workers are self-motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work.

Accepted Answer

McGregor's Theory Y assumes that workers are motivated intrinsically, seeking responsibility and using their creativity and imagination to solve problems and find new solutions. This theory suggests that managers should empower and trust their employees, providing them with opportunities to grow and develop their skills.

Question 8

In the context of Noriaki Kano's classification of customer needs, _____ refer to those needs that are expected in a product or service.

Accepted Answer

Dissatisfiers, according to Noriaki Kano's model, are basic needs that customers expect to be fulfilled. If these needs are not met, customers will be dissatisfied.

Question 9

_____ is an important dimension associated with service quality.

Accepted Answer

Accuracy is an important dimension associated with service quality as it refers to the degree to which a service meets the customer's expectations and requirements. It also includes performing the service with the correct information and in a timely manner. Aesthetics, serviceability, and durability are also important dimensions of service quality, but they are more relevant to tangible products rather than services.

Question 10

With respect to the quality dimensions of manufactured products, _____ refer(s) to the probability of a product's surviving over a specified period of time under stated conditions of use.

Accepted Answer

Reliability is the quality dimension that refers to the probability of a product's surviving over a specified period of time under stated conditions of use. A reliable product is one that customers can count on to perform consistently and to last for a certain length of time without failing. A product that lacks reliability is more likely to experience problems, breakdowns, or failures, which can lower customer satisfaction and damage the brand reputation.

Question 11

With respect to the quality dimensions of manufactured products, _____ refer(s) to the ability to repair a product quickly and easily.

Accepted Answer

Serviceability refers to the ease of repair or maintenance of a product. Durability refers to the ability of a product to withstand wear and tear over time. Conformance refers to the product conforming to its specifications, while features refer to the additional attributes or capabilities of a product.

Question 12

A manager who is considered a Theory X manager is likely to believe that:

Accepted Answer

Theory X managers believe that employees dislike work and need to be closely supervised and controlled to ensure productivity. They assume that employees are not self-motivated and need external motivation to perform well. This results in a management style that is authoritarian and directive. The opposite of Theory X is Theory Y, which assumes that employees are self-motivated and enjoy working.

Question 13

Teamwork within work groups and across functional lines is called _____ teamwork.

Accepted Answer

Horizontal teamwork refers to collaboration and cooperation between people who work at the same level within an organization, such as colleagues within the same department or team. Cross-training involves providing employees with training in multiple areas so that they can perform a variety of different tasks, while interorganizational teamwork involves collaboration between different organizations. Quality circles are small groups of employees who meet on a regular basis to identify and solve problems related to their work. Therefore, the best choice for teamwork within work groups and across functional lines is horizontal teamwork.

Question 14

Which of the following TQ principles was the TQ quality initially based on?

Accepted Answer

The TQ quality was initially based on continuous improvement, which involves constantly seeking to improve processes and eliminate waste to increase efficiency and effectiveness. While employee focus and quality variance are important aspects of TQ, they are not the primary principles it was based on. Emphasis on individual work is not a TQ principle at all.

Question 15

Which of the following is true of the service sector as opposed to manufacturing firms?

Accepted Answer

The output of a service firm is intangible, meaning it cannot be seen, touched or physically measured. This is in contrast to manufacturing firms that produce tangible goods.

Answer: B
 This statement is false. Service firms recognize that each customer has unique needs and therefore aim to provide personalized services.

Answer: C
 Service firms do not usually maintain inventory registers because their output is intangible and cannot be stored for future use.

Answer: D
 Service firms may require physical locations to provide their services, but they do not necessarily need a physical production site like a manufacturing firm. Many service firms can operate remotely or through digital platforms.

Question 16

In 1992, the chairs and CEOs of nine major U.S. corporations in cooperation with deans of business and engineering departments of major universities, and recognized consultants endorsed a definition of _____ as a people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.

Accepted Answer

The definition described in the question aligns with the principles of total quality management, which focuses on continuous improvement and meeting or exceeding customer expectations. The other options, such as business process reengineering or Six Sigma management, may also involve a focus on efficiency and quality, but they do not encompass the people-focused aspect mentioned in the definition. Quality circles refer to a specific type of employee involvement program aimed at problem-solving and process improvement.

Question 17

In a total quality environment, internal customers are the:

Accepted Answer

Internal customers are the recipients of any work output within the organization. These could be employees in other departments who use the products or services created by a particular department, or other individuals or teams within the same department. They are not necessarily members of the quality control team or product testing panel, nor are they limited to immediate customers who are not end users.

Question 18

The _____ is the highest award given to executive branch agencies for management excellence.

Accepted Answer

The President's Quality Award is the highest honor bestowed upon executive branch agencies in the United States for management excellence, recognizing their achievements in quality and performance.

Question 19

Partnerships with suppliers and customers are called ______ partnerships.

Accepted Answer

The answer of Partnerships with suppliers and customers are called...

Question 20

Teamwork between top management and lower-level employees is called _____ teamwork.

Accepted Answer

Vertical teamwork involves collaboration between employees at different levels of hierarchy within the same organization, such as between top management and lower-level employees. Interorganizational teamwork involves collaboration between different organizations. Horizontal teamwork involves collaboration between employees at the same level of hierarchy. Cross-functional teamwork involves collaboration between individuals from different functional areas within the same organization. Therefore, choice A is the best option for the given question.

Quiz 1: Introduction to Quality and Performance Excellence