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The Demg Cycle cludes all of the followg except

plan.
do.
assess.
check.
: See
page 11
: 2
of 2
Comments:

Question 2. Question
:
TCO 1) Which of the followg is most appropriate describg the quality efforts undertaken with
the scientific-management philosophy?

Defect prevention was emphasized.
Quality circles were extensively used.
Use of spection was widespread.
Quality was every worker’s responsibility.
: See
page 6
: 2
of 2
Comments:

Question 3. Question
:
(TCO 1) An employee’s _____ can be identified through the
answer to the question: “Who receives any item or formation as a result of
the work he or she performs?”

customers
suppliers
consumers
purchasers
: See
page 96
: 2
of 2
Comments:

Question 4. Question
:
(TCO 2) Systems thkg can be applied to the analysis of
_____.

manufacturg processes but not service
processes
service processes but not manufacturg
processes
any organization
neither manufacturg processes nor service
processes
: See
Lecture, The Systems Perspective
: 2
of 2
Comments:

Question 5. Question
:
(TCO 1) Which of the followg is most appropriate describg the quality efforts used the early 20th century?

Defect prevention was emphasized.
Quality circles were extensively used.
Use of spection was widespread.
Quality was every worker’s responsibility.
: See
page 7
: 2
of 2
Comments:

Question 6. Question
:
(TCO 1) My friend said to me, “Recently, I bought a
pair of shoes. I wore them for a few days but noticed the laces would not stay
tied. I took the shoes back to the store, but the clerk said the laces were fe.
I won’t buy that brand of shoe aga.” Which of the followg types of quality
did my friend use to judge the shoes as beg of low quality?

User-based
Value-based
Product-based
Judgmental
: See
Lecture
: 2
of 2
Comments:

Question 7. Question
:
(TCO 2) Which of the followg is NOT generally true about
service organizations?

Customers often are volved the service process.
Services are tangible.
Services cannot be stored, ventoried, or spected
prior to delivery.
Services are produced and consumed
simultaneously.
: See
Lecture, The Systems Perspective
: 2
of 2
Comments:

Question 8. Question
:
(TCO 1) Durg the Middle Ages, quality was built to the fal
product. This approach to quality was lost with the advent of _____.

engeerg schools
craft guilds
automation
the dustrial Revolution
: See
Lecture
: 0
of 2
Comments:

Question 9. Question
:
(TCO 1) Which of the followg was the top priority of United
States manufacturg the time period
immediately followg World War II?

Quality
Production output
Contuous improvement
Just–time manufacturg
: See
page 6
: 2
of 2
Comments:

Question 10. Question
:
(TCO 1) Which of the followg is NOT a characteristic of a
strong competitive advantage?

It is driven by customer needs and wants.
It is soon copied by competitors.
It matches the organization’s unique resources
with external opportunities.
It provides a basis for further improvement.
: See
Chapter 2
: 0
of 2
Comments:

Question 11. Question
:
(TCO 1) Conformance to specifications applies to which type
of quality?

User-based
Product-based
Manufacturg-based
Value-based
: See
Lecture
: 2
of 2
Comments:

Question 12. Question
:
(TCO 2) Which of the followg is not true?

Output of services is generally less tangible
compared with a manufactured product.
Quality is more easily measured manufacturg than service operations.
The timg of product manufacturg is more
important than on-time service delivery.
Services are generally more labor tensive than
manufacturg processes.
: See
Lecture
: 2
of 2
Comments:

Question 13. Question
:
(TCO 1) The creation of separate quality departments the early 1900s caused _____.

the responsibility for quality to become a
clouded issue
upper management to be more knowledgeable
about quality
no effect on the quality of the products the
customer received
production efficiency to decle
: See
page 6
: 2
of 2
Comments:

Question 14. Question
:
(TCO 2) any system, fal
spection attempts to perform all of the followg functions, except _____.

to provide the workers with the opportunity to
control the quality of the product or service at their work stations
to ensure that no defective items reach the
customer
to discover and help resolve production
problems
to judge the quality of manufacturg
: See
page 5
: 2
of 2
Comments:

Question 15. Question
:
(TCO 2) Measurg quality service dustries is considered more difficult
than manufacturg dustries because _____.

services cannot be analyzed as production
systems
a productivity measure cannot be developed for
services
customers are more volved manufacturg dustries
the outputs are less tangible
: See
Lecture, Manufacturg and Service Quality
: 2
of 2
Comments:

Question 16. Question
:
(TCO 2) Services are generally _____ tensive, whereas
manufacturg is more _____ tensive.

labor; equipment
quality; quantity
put; output
profit; cost
: See
Lecture, Manufacturg and Service Quality
: 2
of 2
Comments:

Question 17. Question
:
(TCO 2) Services differ from manufactured goods which of the followg ways?

Service output is more easily measured.
Services tend to be produced and consumed
simultaneously.
Service output is generally more tangible.
Providg service requires a lower degree of
customization than does manufacturg.
: See
Lecture, Manufacturg and Service Quality
: 2
of 2
Comments:

Question 18. Question
:
(TCO 1) Which of the followg is a defition of the
product-based quality?

The quantities of product attributes.
Not all products are fit for use.
Consumers frequently confuse products with
services.
Product-based quality cannot be defed
precisely; you just know it when you see it.
: See
Lecture
: 2
of 2
Comments:

Question 19. Question
:
(TCO 2) Which of the followg systems do not have a role to
play assurg quality a manufacturg firm?

Sales
Purchasg
Product design
None of the above
: Lecture,
The Systems Perspective
: 2
of 2
Comments:

Question 20. Question
:
(TCO 1) A consumer purchases a generic product at a cost of
$5.00 stead of the competg brand-name product that sells for $7.00. The
consumer feels that there is no difference quality between the generic and brand-name
products. This scenario illustrates which of the followg defitions of quality?

Manufacturg-based
Value-based
Product-based
User-based
: See
Lecture
: 2
of 2
Comments:

Question 21. Question
:
(TCO 2) Viewg a McDonald’s restaurant as beg composed of
order takg and cashier, grillg and food preparation, drive-through, purchasg,
and trag processes is an example of _____.

systems thkg
resource alignment
functional analysis
reengeerg
: See
Lecture, The Systems Perspective
: 2
of 2
Comments:

Question 22. Question
:
(TCO 1) At the organizational level, quality concerns should
center on meetg the requirements of the

ternal customer.
engeers and designers.
external customer.
top executives.
: See
page 97
: 2
of 2
Comments:

Question 23. Question
:
(TCO 2) Systems thkg _____.

has yet to be viewed as an important aspect the managg of quality
has been determed to be an unimportant aspect the managg of quality
TQM
is a controversial topic among
quality-management professionals
: See
Lecture, The Systems Perspective
: 0
of 2
Comments:

Question 24. Question
:
(TCO 1) Which of the followg is NOT considered a core prciple
of total quality?

A focus on customers and stakeholders
A process focus volvg contuous improvement and
learng
Cost cuttg to improve short-term profitability
Companywide participation and teamwork
: See
page 11
: 2
of 2
Comments:

Question 25. Question
:
(TCO 2) A key element of total quality is

obsession with quality.
worker healthcare.
peak performance.
ventory management.
: See
page 8
: 2
of 2
Comments:

Question 26. Question
:
(TCO 1) Until the start of the 1980s, most U.S. companies
focused on matag quality levels by utilizg which of the followg practices?

Process-improvement efforts
Design-quality reviews
spection
Team-based itiatives
: See
page 6
: 2
of 2
Comments:

Question 27. Question
:
The prciple determant(s) of an organization’s quality are
it’s _____.

process orientation
contuous improvement
teamwork and participation
customers
: See
Lecture
: 2
of 2
Comments:

Question 28. Question
:
(TCO 2) Which of the followg are considered to be two
critical components of quality systems service dustries?

formation systems and technical standards
Employees and formation technology
Production equipment and employees
Employees and spection processes
: See
Lecture, The Systems Perspective
: 2
of 2
Comments:

Question 29. Question
:
(TCO 1) _____ is credited with developg control charts.

Eli Whitney
Frederick W. Taylor
Walter Shewhart
W. Edwards Demg
: See
page 312
: 2
of 2
Comments:

Question 30. Question
:
(TCO 2) All of the followg factors caused the decle of
American Competitiveness the world,
except for _____.

emphasis on short term profits
the death of W. Edwards Demg
excessive medical costs
extensive product recalls excessive costs of liability
: See
page 24
: 2
of 2
Comments:

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