Question 1

_____ refers to policy or policy deployment.

Accepted Answer

Hoshin refers to policy or policy deployment, also known as the Hoshin Kanri or Policy Deployment Process. Shitsuke, Seiri, and Kanban refer to other aspects of the Lean management system.

Question 2

Which of the following dimensions of product design deals with how a product looks, feels, sounds, tastes, or smells?

Accepted Answer

Aesthetics deals with the sensory aspects of a product, such as its appearance, texture, sound, taste or smell. Durability relates to how long a product lasts, reliability refers to how consistently a product performs, and performance relates to how well a product performs its intended function.

Question 3

The Japanese deploy strategy through a process known as:

Accepted Answer

Hoshin planning, also known as policy deployment, is a strategic planning process used by the Japanese. It involves aligning the goals and objectives of the organization with the resources and tasks needed to achieve them. It uses a top-down approach, where the ultimate goal is broken down into smaller goals and tasks, which are assigned to different levels of the organization. Hoshin planning ensures that everyone in the organization is working towards a common goal and helps to prioritize projects and resources. Therefore, hoshin planning is the correct choice.

Question 4

With respect to the key dimensions of service quality, _____ refer(s) to the willingness to help customers and provide prompt service.

Accepted Answer

Responsiveness refers to the willingness to help customers and provide prompt service, making it the best choice in this scenario. Reliability relates more to consistency and dependability, empathy refers to understanding and caring about customers' needs, and tangibles refer to the physical aspects of the service environment.

Question 5

A(n) _____ identifies and explores causal relationships among related concepts or ideas.

Accepted Answer

An interrelationship digraph, also known as a fishbone diagram or Ishikawa diagram, is a tool used to identify and explore causal relationships among related concepts or ideas. It helps to visualize the connections between various factors and can be useful in problem-solving and decision-making processes. The other options listed are tools for organizing and categorizing information, but they do not specifically address causal relationships.

Question 6

With respect to the key dimensions of service quality, the willingness to schedule deliveries at the customer's convenience is an example of _____.

Accepted Answer

Empathy in service quality refers to the firm's ability to provide caring, individualized attention to its customers, which includes accommodating their preferences and needs, such as scheduling deliveries at their convenience.

Question 7

With respect to the key dimensions of service quality, _____ refer(s) to the physical facilities and equipment, and the appearance of personnel.

Accepted Answer

Tangibles refer to the physical facilities and equipment, as well as the appearance of personnel. Responsiveness refers to the willingness to help and provide prompt service, empathy refers to understanding and caring for customers' needs, and reliability refers to the ability to provide consistent and dependable service.

Question 8

_____ refers to the degree of caring and individual attention provided to customers.

Accepted Answer

Empathy refers to the ability to understand and share the feelings of another. When applied to customer service, it refers to the degree of caring and individual attention provided to customers. Creating a sense of empathy can help build trust and loyalty with customers.

Question 9

Policy deployment is also known as _____.

Accepted Answer

Policy deployment is also known as hoshin planning, which is a strategic planning method used to ensure that the organization's goals and objectives are aligned with its daily operations and tactics. Deming's quality circle, kanban process, and backflush accounting do not directly relate to policy deployment or hoshin planning.

Question 10

_____ is concerned with the plans, procedures, and methods for the design and evaluation of quality in goods and services.

Accepted Answer

Quality engineering is concerned with the plans, procedures, and methods for the design and evaluation of quality in goods and services. Customization is the creation of individualized products or services tailored to the specific needs of each customer. Deployment refers to the process of implementing systems, software or hardware. Reengineering is the process of reformulating and restructuring a business or organization for the purpose of improving its efficiency or effectiveness.

Question 11

With respect to the key dimensions of service quality, promptly crediting returned merchandise and rapidly replacing defective products is an example of _____.

Accepted Answer

Promptly crediting returned merchandise and rapidly replacing defective products are examples of responsiveness, one of the key dimensions of service quality. It refers to the willingness and ability of a service provider to provide prompt and timely service to its customers.

Question 12

The total time required by a company to deliver a finished product that satisfies customers' needs is referred to as the:

Accepted Answer

Product lead time refers to the total time required by a company to deliver a finished product that satisfies customers' needs. This includes everything from order processing to production, packaging, and shipping. Standard time refers to the time required to complete a specific task or operation, while cycle time refers to the time required to complete a single process or cycle. Time signature is a musical term and not applicable in this context.

Question 13

A customer buying a personal computer defines the types of disk drives, modem, memory configurations, and types of hardware when buying the product. Thus, the personal computer is an example of a _____ product.

Accepted Answer

The personal computer is an example of an option-oriented product because the customer can choose from various options and configurations to tailor the product to their specific needs.

Question 14

_____ products are unique configurations of subassemblies that are designed to fit together. The customer participates in choosing the specifications of the components to be assembled.

Accepted Answer

Option-oriented products allow customers to choose specifications for components, resulting in unique configurations of subassemblies.

Question 15

A _____ maps out the paths and tasks necessary to complete a specific project or reach a specified goal.

Accepted Answer

A tree diagram is a visual tool used to break a goal down into smaller, manageable steps or tasks necessary to achieve it. It helps in mapping out specific paths and defining the relationships between different parts of the project or goal. The other options listed are different types of process improvement diagrams that serve different purposes in analyzing and improving processes.

Question 16

The _____ is a tool for organizing a large number of ideas, opinions, and facts relating to a broad problem or subject area.

Accepted Answer

An affinity diagram is specifically designed for organizing a large number of ideas, opinions, and facts relating to a broad problem or subject area. A process design program chart is used for mapping out a process flow, an interrelationship digraph is used for identifying cause-and-effect relationships, and a tree diagram is used for breaking down a complex problem into smaller constituent parts.

Question 17

The time it takes to accomplish one portion of a process is known as the _____.

Accepted Answer

The time it takes to accomplish one portion of a process is known as the cycle time. The other options are not specific to this definition. Lead time refers to the time it takes to receive a product after placing an order. Turnaround time refers to the time it takes to complete a task or request. Time signature is a musical term indicating the number of beats per measure.

Question 18

With respect to the key dimensions of service quality, _____ refer(s) to the knowledge and courtesy of employees, and their ability to convey trust and confidence.

Accepted Answer

Assurance refers to the knowledge and courtesy of employees and their ability to convey trust and confidence to customers. Tangibles refer to the physical aspects of the service environment, responsiveness refers to the promptness and willingness of employees to provide service, and empathy refers to the caring and individualized attention given to customers.

Question 19

The sleekness of an automobile's exterior and the black "high-tech" look of modern stereo components are examples of the _____ dimension of product design.

Accepted Answer

The sleekness of an automobile's exterior and the black "high-tech" look of modern stereo components are examples of the aesthetic dimension of product design, which focuses on the appearance and style of the product. The performance dimension relates to how well the product functions, while durability refers to the product's ability to withstand wear and tear over time. Features refer to the specific capabilities and functions of the product.

Question 20

With respect to the key dimensions of service quality, _____ is the ability to provide what was promised, dependably and accurately.

Accepted Answer

Reliability is the dimension of service quality that refers to the ability to provide what was promised, dependably and accurately. Aesthetics refer to the appearance of the service environment, responsiveness refers to the willingness to help customers and provide prompt service, and empathy refers to the ability to understand and address customers' needs and concerns.

Quiz 5: Competitive Advantage and Strategic Management for Performance Excellence