Question 1

Donna runs a printing company and has called her press supplier. The supplier is having difficulty locating a repair company for the press. What problem exists with the press?

Accepted Answer

The problem with the press is related to its serviceability, as the supplier is having difficulty locating a repair company.

Question 2

Total quality management (TQM)saved Xerox from bankruptcy when it was badly beleaguered by its Japanese rivals. What would TQM have brought to Xerox to save it from bankruptcy?

Accepted Answer

Total quality management (TQM) is a management approach that focuses on customer satisfaction through continuous improvement in all aspects of an organization's operations. By implementing TQM, Xerox would have shifted its focus towards meeting or exceeding the needs of its customers, which would have helped the company to compete effectively against its Japanese rivals. This approach would have involved every employee, from the top to the bottom, in the pursuit of quality improvement, leading to increased efficiency, reduced costs, and enhanced customer satisfaction. Therefore, the best choice is A.

Question 3

What may cause ISO 9000 suspension or cancellation?

Accepted Answer

Failure to pass a periodic audit following initial certification can lead to the suspension or cancellation of ISO 9000 certification. Inconsistent product quantity, replacing manufacturing capability with service delivery, and declining profits do not necessarily impact ISO 9000 certification.

Question 4

Which of the following is one of the principles that characterize TQM?

Accepted Answer

Customer focus and satisfaction is one of the key principles of Total Quality Management (TQM) which emphasizes on satisfying customer needs and exceeding their expectations. This principle includes understanding the customer’s requirements, continuous improvement, and delivering products and services with zero defects. Options A and B are not principles of TQM, and while participatory management is another important aspect of TQM, it is subsumed under the principle of "continuous improvement."

Question 5

What is ISO 14000?

Accepted Answer

ISO 14000 is a series of international standards focused on environmental management, including managing, monitoring, and minimizing an organization's harmful impact on the environment. It provides guidelines and tools for organizations to improve their environmental performance and reduce their environmental impact. This standard is not related to ISO certification for service providers or quality management and assurance (ISO 9000).

Question 6

Ideal Brake Parts,a Canadian manufacturer of brake parts,is at the forefront of the replacement brake industry as a result of its ongoing commitment to continuous product improvement and its uncompromising dedication to providing customers with the most advanced,premium quality product technology through teamwork. In other words,which of the following is Ideal Brake Parts committed to?

Accepted Answer

Ideal Brake Parts is committed to total quality management, as stated in the text, through continuous product improvement and dedication to providing customers with the most advanced, premium quality product technology through teamwork. There is no mention of a bureaucratic structure, ISO 8000 certification or implementing an MRP program.

Question 7

In terms of service quality characteristics,which of the following terms can be used to describe a major newspaper that provides news of interest to its readers,consistently at the same time and place daily?

Accepted Answer

The term "reliable" can be used to describe the major newspaper in question because it consistently provides news of interest to its readers at the same time and place daily, which demonstrates a high level of reliability.

Question 8

A purchasing manager chooses to procure 95 percent of the main raw material the company needs from one supplier. The supplier knows the company's products extremely well,is always friendly and professional to deal with,and if anything goes wrong,takes care of the problem right away. What does the purchasing manager value most in the supplier?

Accepted Answer

The purchasing manager values the level of assurance provided by the supplier the most as they choose to procure 95 percent of the main raw material from them. This indicates that the manager trusts the supplier to consistently deliver quality products. While empathy, friendliness, and prices are also important factors, the level of assurance holds the most weight in this scenario.

Question 9

Which of the following is one of the principles that characterize TQM?

Accepted Answer

Teamwork is one of the key principles of TQM. TQM emphasizes the importance of involving all employees in the improvement process and promoting collaboration and teamwork across different departments and functions. This helps to create a culture of continuous improvement and innovation within the organization. Organizational dialogue, equity theory, and autonomy are not necessarily associated with TQM.

Question 10

An article addressed to nurses who work in intensive care said,"Patients may feel isolated or ostracized from those around them,including medical staff,because of their condition or appearance. Practices affirming the patient's intrinsic value and individual personality will be critical to establishing trust and rapport." Providing which of the following is one method to affirm a patient's intrinsic value?

Accepted Answer

Empathy, the ability to understand and share the feelings of another person, is a method that affirms a patient's intrinsic value by acknowledging their emotions and individual experience. Serviceability refers to a product's ability to perform its intended function, and durability refers to its ability to withstand wear and tear over time. Homogeneity refers to a lack of diversity or variation.

Question 11

Which of the following is continuous improvement typically associated with?

Accepted Answer

Continuous improvement is typically associated with reducing variation in processes and products in order to improve customer satisfaction. It is not associated with low morale or batch processing. While it may involve changes to the organizational structure, it does not necessarily require a flat structure.

Question 12

What is a requirement for ISO 9000 certification?

Accepted Answer

One of the requirements for ISO 9000 certification is that the company must have documented procedures for all its processes and show evidence that it follows those procedures consistently. Being a U.S.-based organization or being an industrial service organization is not a requirement for certification, and there is no specific requirement related to recent reorganization.

Question 13

According to the TQM strategy,what should be a company's primary goal?

Accepted Answer

According to the TQM (Total Quality Management) strategy, a company's primary goal should be focused on customer satisfaction and meeting the needs and expectations of the customers. TQM emphasizes continuous improvement in all aspects of the organization to achieve customer satisfaction, including teamwork, participative management, and other factors. However, the ultimate objective is to satisfy the customer's needs and achieve a competitive advantage in the marketplace.

Question 14

What does TQM state a company's primary goals should be?

Accepted Answer

TQM (Total Quality Management) emphasizes on customer satisfaction through continuous improvement and identifies customer focus as the primary goal of a company. Quality levels are also a crucial component of TQM, but they are not the sole goal of the company. Similarly, earning profits are important, but they cannot be the primary focus. Therefore, the best choice is C as it aligns with TQM principles.

Question 15

What is total quality management (TQM)?

Accepted Answer

Total quality management (TQM) is an integrated organization-wide strategy for improving product and service quality. It involves a continuous focus on customer satisfaction, employee involvement, and process improvement to ensure that a company's products and services consistently meet or exceed customer expectations. TQM is not a specific technique for repositioning products or monitoring employee satisfaction, and while it does involve customer focus and participation, these are only two of the four key principles that underlie the approach.

Question 16

In TQM terms,which of the following is an organizational goal to provide products or deliver services that meet or exceed customers' expectations?

Accepted Answer

Customer satisfaction is the organizational goal of providing products or delivering services that meet or exceed customers' expectations in TQM (Total Quality Management) terms. Market response refers to the level of demand for a product or service in the market, while market focus is the targeting of a specific market segment. Positive framing is a psychological technique used to present information in a positive light.

Question 17

Judy is arranging the end of year party at a restaurant for the company's employees. Judy considered a new restaurant but decided to make a reservation at the one she has used in the past since she has never been disappointed. What characteristic of the restaurant keeps Judy returning?

Accepted Answer

Judy's decision to make a reservation at the restaurant she has used in the past suggests that she sees it as reliable. This means that the restaurant consistently meets her expectations and provides the same level of quality every time she visits.

Question 18

Which of the following recognizes companies that follow the management system put in place to improve quality?

Accepted Answer

ISO 9000 certification is specifically designed to recognize companies that have implemented a quality management system, which is put in place to improve the quality of goods and services provided by the organization. The Blanchard Award and the Herzberg Award for Excellence are awards that recognize outstanding leadership and management practices, respectively. Kanban certification is a lean manufacturing certification that focuses on efficient production processes.

Question 19

What do studies clearly show customers care more about than anything else when buying services?

Accepted Answer

Studies have consistently shown that reliability is the most important factor customers consider when purchasing services. This includes the ability of the service provider to deliver what they promised in a consistent and dependable manner. While responsiveness, assurance, and tangibles are also important factors, they tend to be secondary to reliability in influencing customer behavior.

Question 20

What types of companies can apply for ISO 9000 certification?

Accepted Answer

ISO 9000 certification is applicable to both manufacturing and service organizations. Therefore, option B is the correct answer. Option A is incorrect because it excludes service organizations, whereas option C is incorrect because it excludes manufacturing organizations. Option D is incorrect because it includes "experience organizations," which is not a typical category of companies.

Quiz 17: Managing Service and Manufacturing Operations

Donna runs a printing company and has called her press supplier. The supplier is having difficulty locating a repair company for the press. What problem exists with the press?

Total quality management (TQM) saved Xerox from bankruptcy when it was badly beleaguered by its Japanese rivals. What would TQM have brought to Xerox to save it from bankruptcy?

What may cause ISO 9000 suspension or cancellation?

Which of the following is one of the principles that characterize TQM?

What is ISO 14000?

In terms of service quality characteristics,which of the following terms can be used to describe a major newspaper that provides news of interest to its readers,consistently at the same time and place daily?

Which of the following is one of the principles that characterize TQM?

Which of the following is continuous improvement typically associated with?

What is a requirement for ISO 9000 certification?

According to the TQM strategy,what should be a company's primary goal?

What does TQM state a company's primary goals should be?

What is total quality management (TQM) ?

In TQM terms,which of the following is an organizational goal to provide products or deliver services that meet or exceed customers' expectations?

Judy is arranging the end of year party at a restaurant for the company's employees. Judy considered a new restaurant but decided to make a reservation at the one she has used in the past since she has never been disappointed. What characteristic of the restaurant keeps Judy returning?

Which of the following recognizes companies that follow the management system put in place to improve quality?

What do studies clearly show customers care more about than anything else when buying services?

What types of companies can apply for ISO 9000 certification?