Question 1

During the control function, executives such as Michael Dell are likely to use ________ as yardsticks for measuring performance.

Accepted Answer

Objectives serve as benchmarks for measuring performance, allowing executives to assess how well their organization is achieving its goals.

Question 2

The process of taking the necessary preventive or corrective actions to keep things on track refers to

Accepted Answer

Control refers to the process of monitoring and taking necessary actions to keep things on track. It involves setting standards, measuring performance, comparing results with standards, and taking corrective actions where necessary.

Question 3

One of Deming's 14 points recommends getting rid of numerical quotas.

Accepted Answer

Deming believed that setting numerical quotas can lead to poor quality work and encourages employees to cut corners to meet the quota rather than focusing on producing high quality work. He suggested that instead, management should focus on improving the systems and processes in place to create a more efficient and effective work environment.

Question 4

According to Deming, technology is the most important part of the production line.

Accepted Answer

According to Deming, while technology is important, it is not the most important part of the production line. He believed that people and processes are more important for ensuring quality and efficiency in production.

Question 5

____ is the active anticipation of problems and their timely prevention rather than after-the-fact reaction.

Accepted Answer

Feedforward control involves taking action to anticipate potential problems and taking preventive measures before they occur. This is different from feedback control, which involves reacting to problems that have already occurred. Benchmarking, Kaizen control, and concurrent control are not directly related to proactive problem prevention.

Question 6

When Apple launched their retail stores that looked to _________as inspiration for their Genius Bar.

Accepted Answer

Apple looked to the hotel concierge desk as inspiration for their Genius Bar, which provides personalized technical support and advice to customers. The Genius Bar operates in a similar way to a hotel concierge, with a focus on customer service and problem-solving.

Question 7

A histogram would be appropriate for plotting the correlation between two variables.

Accepted Answer

A histogram is used to display the distribution of one variable, whereas a scatter plot or scattergram is used to display the correlation between two variables.

Question 8

The value of observed data and experimentation is emphasized in Deming's PDCA cycle.

Accepted Answer

Deming's PDCA cycle emphasizes the importance of collecting and analyzing data from experimentation to inform future improvements.

Question 9

____ control is what Robyn uses when she performs regular maintenance on her mountain bike to make sure it stays in good working condition.

Accepted Answer

Feedforward control involves taking proactive measures to prevent problems before they occur, such as performing regular maintenance on a mountain bike.

Question 10

Deming's quality management philosophy is a direct outgrowth of Taylor's scientific management.

Accepted Answer

Deming's quality management philosophy emphasizes the importance of continuous improvement and employee involvement, while Taylor's scientific management focused on improving efficiency through standardization and division of labor. While there may be some similarities in their principles, they are not direct outgrowths of each other.

Question 11

Companies such as Google and Apple teach us that strategies, plans and a commitment to quality does not guarantee desired results. _____________ and plans need to be updated as _____________are inevitable.

Accepted Answer

The sentence mentions strategies and plans, which require adjustments in the face of inevitable changes. Option A fits this requirement the best, as it mentions the need for adjustments in strategies, implying that they are not foolproof or permanent. The other options either do not fit well or use terms that are not mentioned in the sentence.

Question 12

According to Deming's 14 points, quality-by-inspection is central to any successful quality improvement effort.

Accepted Answer

Deming's 14 points emphasize a shift from quality-by-inspection to a focus on continuous improvement and building quality into the process.

Question 13

Avoidance of slogans and targets is advocated by Deming's 14 points.

Accepted Answer

Deming strongly believed that the use of slogans and targets can be counterproductive and lead to a focus on short-term results rather than long-term improvement. He emphasized the need for a systemic approach to continuous improvement and the involvement of everyone in the organization in achieving this goal.

Question 14

Deming blamed the system 3/4 management, rules, technology, structures and culture 3/4 for at least 85 percent of quality problems.

Accepted Answer

Deming believed that problems with quality were primarily caused by issues within the system of management, rules, technology, structures, and culture, and that these factors were responsible for at least 85% of quality issues.

Question 15

Deming believed quality improvement drives the entire economy, in short, everyone wins when quality improves.

Accepted Answer

Deming's philosophy was based on the belief that when organizations prioritize quality improvement, everyone benefits - from the customers who receive better products and services, to the employees who have more pride in their work, to the shareholders who see increased profits.

Question 16

A scatter diagram would be appropriate if a manager wanted to plot the relationship between two product characteristics, such as a golf club's thickness and flexibility.

Accepted Answer

A scatter diagram is used to show the relationship between two variables. In this case, the manager is interested in comparing the thickness and flexibility of a golf club, which are both quantitative variables that can be plotted on a scatter diagram.

Question 17

According to Deming, scientific management led to rigid and autocratic organizations that are unresponsive to customers and employees alike.

Accepted Answer

Deming believed that scientific management focused too much on efficiency at the expense of considering the needs and perspectives of customers and employees. This could lead to hierarchical and inflexible organizations that are not able to adapt to changes or respond to the concerns of stakeholders.

Question 18

The transformation to Deming management is not just the manager's job, but everyone's job.

Accepted Answer

The transformation to Deming management requires the involvement and commitment of everyone in the organization, not just the managers. This includes all employees, from top-level executives to front-line workers. Therefore, the statement is true.

Question 19

A run chart could be used to keep a tally of manufacturing defects that occur based on the day of the week.

Accepted Answer

A run chart is a type of graph that is used to display the frequency or rate of a process over time. It could be used to track the occurrence of manufacturing defects on a daily basis, making it an effective tool for process control and improvement.

Question 20

What type of control is a restaurant owner using when she anticipates and prepares for a potential power outage during a hurricane by installing a generator?

Accepted Answer

Feedforward control involves anticipating and preparing for potential problems before they occur. Installing a generator in anticipation of a power outage is an example of taking action in advance to mitigate potential issues, aligning with the concept of feedforward control.

Quiz 16: Organizational Control and Quality Improvement