Question 1

Dr.Kenichi Ohmae points out that any business unit must take into account which three key items?

Accepted Answer

Dr. Kenichi Ohmae's concept of the 3C's model includes the three key items of Customers, Corporation, and Competitors. This model emphasizes that a successful business strategy must focus on meeting the needs of customers, understanding the strengths and weaknesses of the corporation itself, and analyzing the competitive landscape. Profit, employees, control, and structure are also important factors in business success, but they are not the key components of the 3C's model.

Question 2

Jim Smith,a manager at First Customer Ford,strives for long-term improvement rather than short-term profit.He has done this for years regardless of the economic environment.This is an example of which of Deming's 14 points of quality?

Accepted Answer

Jim Smith's focus on long-term improvement rather than short-term profit aligns with Deming's point on creating constancy of purpose. This involves developing a clear and consistent mission for the organization that guides decision making and actions over the long-term.

Question 3

Total quality management is a way of managing in which __________ are committed to continuous improvement of the product/service.

Accepted Answer

Total quality management involves all levels of the organization, including top management, operations managers, production workers, and staff/support workers. All employees are committed to continuously improving the quality of the product or service. It is a holistic approach that involves everyone in the organization.

Question 4

Loss of productivity and morale in employees who remain after a downsizing is known as

Accepted Answer

Survivor's syndrome, also known as survivor's guilt, is the psychological and emotional toll experienced by employees who remain after a downsizing or layoff. It can lead to decreased productivity, motivation, and job satisfaction, as well as increased stress and burnout.

Question 5

According to the text,another term for effective downsizing is

Accepted Answer

The text states that effective downsizing is also known as "rightsizing." None of the other options are mentioned in the text.

Question 6

Employees who still have their jobs after downsizing,experience heavier workloads,loss of organizational commitment and risk aversion.This is termed

Accepted Answer

Survivor's syndrome refers to the negative psychological effects experienced by employees who survive a downsizing. This includes heavier workloads, loss of organizational commitment due to the fear of being next, and risk aversion. The other options provided are not commonly used terms in reference to downsizing.

Question 7

Senior managers at ZebraCorp,a manufacturer of striped leather sofas,have been working with a consultant to implement ISO 9001.They have established a vision and goals,and have been working hard to establish trust with their employees.Given this scenario,ZebraCorp.can be said to have strong

Accepted Answer

ZebraCorp's implementation of ISO 9001 shows their focus on leadership, as they have established a vision and goals and are working to build trust with their employees. This demonstrates their commitment to guiding their organization towards success and ensuring that everyone is on board with their objectives.

Question 8

A multifaceted process focusing on creating two-way exchanges with customers to foster intimate knowledge of their needs,wants and buying patterns is called

Accepted Answer

The definition provided matches the concept of customer relationship management (CRM), which involves strategies and processes aimed at building and maintaining lasting relationships with customers by gathering and analyzing data on their behaviors, preferences, and feedback. CRM can help businesses to personalize their interactions with customers, improve customer satisfaction and loyalty, and drive sales growth.

Question 9

One of the most important contributors to total quality management has been the introduction of statistical tools to analyze the causes of product defects in an approach called

Accepted Answer

The introduction of statistical tools to analyze the causes of product defects is the foundation of Six Sigma Quality, which is an approach to total quality management aimed at achieving near-perfect results by minimizing the number of defects to less than 3.4 per million opportunities. The other options, Total Quality Integration (B), ISO 9001 (C), Kaisan (D), and Kanban (E), do not specifically involve the use of statistical tools to analyze product defects.

Question 10

A company that continually updates the methods and thinking of an organization is using which of Deming's 14 points of quality?

Accepted Answer

The answer of A company that continually updates the methods...

Question 11

The planned elimination of positions or jobs is called

Accepted Answer

The planned elimination of positions or jobs is called downsizing. Reengineering refers to the redesign of business processes to increase efficiency, while self-direction refers to giving employees more autonomy in their work. Span of control refers to the number of employees a manager can effectively oversee, and economies of scale refer to cost savings due to increased production.

Question 12

The strategic triangle includes which three things?

Accepted Answer

The strategic triangle includes the three key elements of customers, corporation, and competitors. These are the three main factors that must be considered when developing a strategic plan for a business. Profit, control, structure, and employees are all important aspects of a business, but they are not part of the strategic triangle.

Question 13

Which of the following statements about W.Edwards Deming's 14 points of quality is true?

Accepted Answer

One of Deming's 14 points is to eliminate slogans and buzzwords, as he believed they often do not hold any meaningful value and can be used to mask deeper issues that need to be addressed. Short-term improvement is not the best choice as Deming's philosophy focuses on long-term continual improvement. Punishing those who deviate from the process goes against Deming's belief in a supportive work environment. Using numerical quotas is also not part of Deming's philosophy as he believed that focusing solely on numbers can lead to poor quality and unproductive work. Finally, mass inspection is not the best way to ensure quality according to Deming, as it leads to finding errors instead of preventing them.

Question 14

An integrative approach to management that supports the attainment of customer satisfaction through a wide variety of tools and techniques that result in high-quality goods and services is called

Accepted Answer

Total Quality Management (TQM) is an integrative approach to management that focuses on providing high-quality goods and services to customers. TQM involves the use of various tools and techniques, such as statistical process control, continuous improvement, and employee involvement, to ensure that quality is built into every aspect of the organization's operations. TQM also emphasizes the need to satisfy customer needs and expectations, which can lead to increased customer loyalty and retention. Just-in-time control, customer relationship management, time-based competition, and ISO 9001 are all related concepts, but they do not fully capture the breadth and depth of TQM.

Question 15

The sequence of activities that flow from raw materials to the delivery of a product or service,with additional value created at each step is called

Accepted Answer

The definition describes the concept of value chain, which is the process of adding value to raw materials or components before delivering them as a final product or service to customers. Competitive analysis, customer analysis, total quality management, and ISO 9000 are related concepts but do not directly match the description provided.

Question 16

Which of the following is a primary activity in the generic value chain?

Accepted Answer

Service is a primary activity in the generic value chain along with inbound logistics, operations, outbound logistics, and marketing and sales. Firm infrastructure, human resource management, technology development, and procurement are considered support activities in the value chain.

Question 17

Which of the following is a support activity in the generic value chain?

Accepted Answer

Procurement is a support activity in the generic value chain as it involves the acquisition of goods and services from suppliers to support the primary activities of the business. Inbound logistics involves receiving, storing, and distributing inputs for production; operations involve transforming inputs into finished products/services; outbound logistics involve delivering the products/services to customers; and marketing and sales involve promoting and selling the products/services to customers.

Question 18

In the realm of customer relations,__________ includes continually changing in order to connect with customers,even without waiting for customers to make the first move.

Accepted Answer

Continuous improvement refers to the process of constantly evolving and adapting to better connect with customers. This involves identifying areas for improvement and making changes proactively, rather than waiting for customers to express their needs or concerns. Cooperate intimacy, value chain analysis, customer exchange, and total quality management may also be important aspects of customer relations, but they do not specifically address the need for continuous improvement in connecting with customers.

Question 19

Which of the following is an effective practice in downsizing?

Accepted Answer

Identifying how the organization will operate more effectively in the future is an effective practice in downsizing. This allows the organization to have a clear plan for moving forward and can help employees understand the reasoning behind the downsizing. The other options either do not address the root issue or can be harmful to employee morale and trust.

Question 20

Which of the following is one of the Baldridge criteria?

Accepted Answer

Business results is one of the Baldridge criteria. JIT, offering extensive training to workers, computer/technology analysis, and ROI focus are not among the Baldridge criteria.

Quiz 9: Organizational Agility