Question 1

Organisational barriers that are among the most difficult obstacles for managers to handle include all of the following EXCEPT ________.

Accepted Answer

While all of the options listed can be difficult obstacles for managers to handle, the question asks for the exception. Incompetent employees may be a difficult issue to address, but it is not an organisational barrier that is inherently resistant to change or cooperation.

Question 2

According to the textbook, when the RACV (Royal Automobile Club of Victoria)contracted with Unisys, they hoped to achieve all the following EXCEPT ________.

Accepted Answer

The textbook states that RACV hoped to achieve the replacement of its paper-based claims system with a computerised version, imaging of documents for quick retrieval and display, developing a system with an online response time of two to four seconds, and developing a system that could handle up to 100 users simultaneously. However, there is no mention of RACV using Unisys to help achieve ISO 9000 listing. Therefore, option B is the correct answer.

Question 3

According to the textbook, the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations is called 'quality'.

Accepted Answer

The textbook defines quality as the ability of a product or service to consistently and reliably do what it is supposed to do and to meet customer expectations.

Question 4

In a short essay, list and discuss the six main requirements of successful value chain management.

Accepted Answer

The answer of In a short essay, list and discuss...

Question 5

ISO 9000 is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

Accepted Answer

ISO 9000 is a set of international standards on quality management and quality assurance developed to help companies effectively document the quality system elements to be implemented to maintain an efficient quality system. The goal of no more than 3.4 defects per million units or procedures is associated with Six Sigma, not ISO 9000.

Question 6

'Accuracy' is the service quality dimension described by 'performed correctly each time'.

Accepted Answer

Accuracy refers to the ability of the service provider to perform the service correctly each time, without error or mistakes. Therefore, 'performed correctly each time' is an accurate description of the service quality dimension of Accuracy.

Question 7

All of the following are mentioned in the textbook as obstacles in managing the value chain EXCEPT ________.

Accepted Answer

The textbook mentions people, cultural attitudes, required capabilities, and organizational barriers as obstacles in managing the value chain, but it does not mention technology as an obstacle.

Question 8

According to the textbook, the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations is called ________.

Accepted Answer

Quality is defined as the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations. Quantity refers to the amount of a product or service, efficiency refers to the amount of resources used to produce a product or service, effectiveness refers to the degree to which objectives are achieved, and service refers to the assistance provided to customers.

Question 9

All of the following are capabilities that value chain partners must have for successful implementation of value chain management to take place EXCEPT ________.

Accepted Answer

Attracting additional investors is not necessarily a capability that value chain partners must have for successful implementation of value chain management. While having additional resources can be helpful, it is not a requirement for successful value chain management.

Question 10

Proprietary company information that is critical to a company's efficient and effective functioning and competitiveness is called ________.

Accepted Answer

Intellectual property refers to creations of the mind, such as inventions, literary and artistic works, designs, symbols, names, and images used in commerce, which are critical to a company's competitiveness and functioning.

Question 11

GE company executives estimate that, due to the application of the Six Sigma quality program, the company has saved billions in costs since 1995.

Accepted Answer

GE executives have reported that the Six Sigma program has saved the company billions in costs since 1995.

Question 12

Value Chain Management
Sandy is the new strategic manager for Solutions Tech Ltd, a management consulting firm dedicated to assisting small businesses in the pursuit of success.He is currently in a meeting with Rob, who is the owner of a successful small business that creates computer displays for major Australian and multinational companies.Sandy is reviewing the business strategy at Rob's business and has some recommendations.
-Refer to Value Chain Management (Scenario).Rob seemed to understand the theory behind value chain management, but was curious about the requirements for a successful value chain.Sandy informed Rob that the main requirements for successful value chain management includes all of the following EXCEPT ________.

Accepted Answer

Competition is not necessarily a requirement for successful value chain management, although it may be a factor in determining the overall strategy. The other options listed (organisational culture, leadership, employees, and collaboration) are all important components of a successful value chain management approach.

Question 13

Which of the following obstacles is mentioned in the textbook as the most difficult for managers to handle?

Accepted Answer

The answer of Which of the following obstacles is mentioned...

Question 14

According to the textbook, 'how a product looks and feels' is a description of the aesthetics dimension of product quality.

Accepted Answer

The aesthetics dimension of product quality pertains to how a product looks and feels, along with other sensory aspects such as smell and sound.

Question 15

According to the textbook, the two best-known quality goals are Six Sigma and Seven Beta.

Accepted Answer

This statement is false. The two best-known quality goals are Six Sigma and Total Quality Management (TQM), not Seven Beta.

Question 16

The Six Sigma standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.

Accepted Answer

Six Sigma is a set of techniques and tools for process improvement, widely used in manufacturing and business processes, but it is not a standard for evaluating and comparing companies globally. Standards like ISO certifications are more commonly used for such comparisons.

Question 17

ISO 9000 is a series of international quality management standards established by the International Organization for Standardization, which sets uniform guidelines for processes to ensure that products conform to customer requirements.

Accepted Answer

ISO 9000 is a series of international quality management standards established by the International Organization for Standardization. These standards provide guidelines (not necessarily uniform) for processes to ensure that products and/or services meet customer requirements.

Question 18

The service quality dimension described as 'giving all customers similar experiences each time' is called 'consistency'.

Accepted Answer

Consistency refers to providing the same level of service to all customers every time they interact with the company.

Question 19

In a short essay, list and discuss four obstacles that managers must deal with in managing the value chain.

Accepted Answer