Question 1

With respect to American Express's change process,which of the following steps answer the question "Why are we doing this?"

Accepted Answer

The answer of With respect to American Express's change process,which...

Question 2

_____ is the ability to address current needs and have the agility and management skills and structure within an organization to prepare successfully for the future.

Accepted Answer

Sustainability is the ability to address current needs while also preparing for the future. This requires agility and management skills to adapt to changing circumstances, as well as a long-term perspective to ensure continued success. Integrity, self-assessment, and accountability are important values and practices within an organization, but they are not directly related to addressing current needs and preparing for the future.

Question 3

The managers of small organizations and non-profits are wrapped up in entrepreneurial activities that typically focus on sales strategies and market growth,day-to-day cash flow problems,and routine fire fighting.

Accepted Answer

Managers of small organizations and non-profits often have multiple roles and responsibilities, including sales and marketing, financial management, and problem-solving. They may also be involved in innovation and development, as well as fulfilling the organization's mission and objectives. As a result, their focus is often on building the business and addressing day-to-day challenges rather than on long-term planning or high-level strategic initiatives.

Question 4

In viewing the three core principles of TQ,a focus on customers is clearly vital to small enterprises.

Accepted Answer

The three core principles of TQ (Total Quality) are customer focus, continuous improvement, and teamwork. Among these, customer focus is crucial for small enterprises as it helps them to understand and meet the changing expectations and needs of their customers to build a loyal customer base.

Question 5

_____ is an organization's value system and its collection of guiding principles.

Accepted Answer

Culture refers to an organization's value system and collection of guiding principles that shape its behavior and decision-making processes. Culture reflects the shared beliefs, values, customs, behaviors, and artifacts that characterize a group or an organization. While strategy refers to an organization's plan of action and tactics to achieve its goals, governance refers to the policies, procedures, roles, and responsibilities that define how an organization operates and oversees its activities. Emotional intelligence refers to the ability to recognize and manage one's own emotions and those of others to facilitate effective communication, collaboration, and leadership.

Question 6

With respect to the six stages of a quality life cycle,the implementation stage of a new quality initiative is called:

Accepted Answer

The implementation stage of a new quality initiative is called adoption. At this stage, the initiative is put into practice and the organization begins to use it in their day-to-day operations.

Question 7

With respect to American Express's change process,which of the following steps answer the question "What have we learned and how can we leverage it?"

Accepted Answer

Sustaining momentum is the step that answers the question "What have we learned and how can we leverage it?" It involves ongoing monitoring, measuring, and adjusting the change process based on the results and feedback received.

Question 8

According to the observations of A.V.Feigenbaum and Donald S.Feigenbaum,quality has become one of the twentieth century's most important management ideas.

Accepted Answer

According to the observations of A.V.Feigenbaum and Donald S.Feigenbaum, quality has indeed become one of the twentieth century's most important management ideas.

Question 9

With respect to American Express's change process,which of the following steps answer the question "How are we going to manage the effort on an ongoing basis?"

Accepted Answer

The answer of With respect to American Express's change process,which...

Question 10

A $50 million information system has been upgraded by a healthcare organization as they discovered weaknesses in the organization's ability to collect and analyze information.This is an example of a _____ change within the organization.

Accepted Answer

The answer of A $50 million information system has been...

Question 11

Managers must take a positive approach to self-assessment findings,no matter how unpleasant they might appear.

Accepted Answer

Managers should take a positive approach to self-assessment findings as it helps them identify areas of improvement and develop plans to address them. It is essential to approach the findings objectively and avoid defensiveness or denial.

Question 12

With respect to American Express's change process,which of the following steps answer the question "What needs to happen to make the change work?"

Accepted Answer

The answer of With respect to American Express's change process,which...

Question 13

_____ refers to the harmonization of plans,processes,information,resource decisions,actions,results,and analyses to support key organization-wide goals.

Accepted Answer

Integration refers to the process of bringing together various components of an organization to work together in a coordinated manner in order to achieve the organization's goals. This includes harmonizing plans, processes, information, resource decisions, actions, results, and analyses. Interlinking and perseverance may be important components of integration, but they do not fully capture the scope of the concept. Accountability is a related but separate concept that refers to the responsibility of individuals or groups for their actions and decisions.

Question 14

Small organizations and nonprofits have generally been quick to adopt quality initiatives.

Accepted Answer

Small organizations and nonprofits often face resource constraints and may not prioritize or have the capacity to quickly adopt quality initiatives compared to larger organizations.

Question 15

With respect to American Express's change process,which of the following steps answer the question "What will the change look like?"

Accepted Answer

Creating a vision is the step in the change process that answers the question "What will the change look like?" This step involves developing a clear and compelling picture of the desired future state that the change initiative is intended to achieve.

Question 16

Within GE,Six Sigma includes a diverse population of technical and nontechnical people,managers,and others from key business areas who work together as a team to attack a problem using the _____ approach.

Accepted Answer

DMAIC is the Six Sigma approach that stands for Define, Measure, Analyze, Improve, and Control. It is a structured problem-solving methodology that focuses on improving processes by identifying and eliminating defects, reducing variability, and improving quality. This approach is used by a diverse population of technical and nontechnical people, managers, and others from key business areas who work together as a team to attack a problem.

Question 17

With respect to the six stages of a quality life cycle,in which of the following stages is a new quality initiative used in conjunction with an existing one to give rise to new energy and impact?

Accepted Answer

The stage where a new quality initiative used in conjunction with an existing one to give rise to new energy and impact is the Regeneration stage. At this stage, organizations may begin experimenting with new approaches, tools, and methods while building on their past successes. The use of new quality initiatives can help revitalize or regenerate the organization's quality efforts.

Question 18

With respect to the six stages of a quality life cycle,in which of the following stages is an existing quality initiative refocused and given new resources?

Accepted Answer

The stage in which an existing quality initiative is refocused and given new resources is the Energizing stage. This stage is characterized by renewed commitment and investment in a quality initiative, with a focus on innovation and improvement. The other stages in the quality life cycle are Adoption, Growth, Maturity, Stagnation, and Decline, and none of these stages specifically involve the refocusing or renewal of existing quality initiatives.

Question 19

_____ refers to consistency of plans,processes,information,resource decisions,actions,results,and analyses to support key organization-wide goals.

Accepted Answer

Alignment refers to the consistency of plans, processes, information, resource decisions, actions, results, and analyses to support key organization-wide goals. Creativity refers to the ability to generate original and imaginative ideas. Sustainability refers to the ability to maintain and support ecological, social, and economic systems over time. Perseverance refers to the ability to persist in pursuing goals despite obstacles or challenges.

Question 20

Culture is driven by:

Accepted Answer

Culture is driven primarily by leadership, as the leaders of an organization set the tone and values that shape the behavior and attitudes of employees. While process, attrition, and quality can all play a role in shaping culture, they are secondary to the influence of leadership.

Quiz 14: Building and Sustaining Quality and Performance Excellence

With respect to American Express's change process,which of the following steps answer the question "Why are we doing this?"

_____ is the ability to address current needs and have the agility and management skills and structure within an organization to prepare successfully for the future.

The managers of small organizations and non-profits are wrapped up in entrepreneurial activities that typically focus on sales strategies and market growth,day-to-day cash flow problems,and routine fire fighting.

In viewing the three core principles of TQ,a focus on customers is clearly vital to small enterprises.

_____ is an organization's value system and its collection of guiding principles.

With respect to the six stages of a quality life cycle,the implementation stage of a new quality initiative is called:

With respect to American Express's change process,which of the following steps answer the question "What have we learned and how can we leverage it?"

According to the observations of A.V.Feigenbaum and Donald S.Feigenbaum,quality has become one of the twentieth century's most important management ideas.

With respect to American Express's change process,which of the following steps answer the question "How are we going to manage the effort on an ongoing basis?"

A $50 million information system has been upgraded by a healthcare organization as they discovered weaknesses in the organization's ability to collect and analyze information.This is an example of a _____ change within the organization.

Managers must take a positive approach to self-assessment findings,no matter how unpleasant they might appear.

With respect to American Express's change process,which of the following steps answer the question "What needs to happen to make the change work?"

_____ refers to the harmonization of plans,processes,information,resource decisions,actions,results,and analyses to support key organization-wide goals.

Small organizations and nonprofits have generally been quick to adopt quality initiatives.

With respect to American Express's change process,which of the following steps answer the question "What will the change look like?"

Within GE,Six Sigma includes a diverse population of technical and nontechnical people,managers,and others from key business areas who work together as a team to attack a problem using the _____ approach.

With respect to the six stages of a quality life cycle,in which of the following stages is a new quality initiative used in conjunction with an existing one to give rise to new energy and impact?

With respect to the six stages of a quality life cycle,in which of the following stages is an existing quality initiative refocused and given new resources?

_____ refers to consistency of plans,processes,information,resource decisions,actions,results,and analyses to support key organization-wide goals.

Culture is driven by: