Professional Documents
Culture Documents
5) Evidence indicates that some employees will forgo higher wages to achieve ________.
A) promotions
B) higher job security
C) better job performance
D) knowledge
E) awards
Answer: B
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
6) ________ is the capital that fuels outstanding quality results.
A) Process
B) Higher job security
C) Better job performance
D) Knowledge
E) Outstanding customer service
Answer: D
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
7) Which of the following building blocks of a quality improvement system refers to the norms
and beliefs that lead to decision-making patterns and actions in an organization?
A) processes
B) information and finance
C) culture
D) organizational learning and knowledge
E) people
Answer: C
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
8) ________ make firms unique and attractive to customers.
A) The integrative approach
B) Information systems
C) Electronic data interchange
D) Training
E) Enterprise capabilities
Answer: E
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-2
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
9) ________ can be used to observe the practices of other firms and achieve even higher levels
of performance.
A) The integrative approach
B) Information systems
C) Benchmarking
D) Statistical process control
E) Generic self-assessment
Answer: C
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
10) The goal of ________ is to observe current practices of the firm, to assess those practices,
and to identify gaps in deployment.
A) the integrative approach
B) information systems
C) benchmarking
D) organizational learning and knowledge
E) self-assessment
Answer: E
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
11) A generic process for performing self-assessment is a ________ process.
A) three-stage
B) four-stage
C) two-stage
D) six-stage
E) five-stage
Answer: B
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
12) The ________ stage of the generic process for performing self-assessment involves
generating lists of strengths and weakness for the organization.
A) investigating
B) benchmarking
C) categorizing
D) surveying
E) evaluating
Answer: D
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-3
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
13) Stage 2 of the generic process for performing self-assessment is ________ the strengths and
weaknesses.
A) surveying
B) investigating
C) categorizing
D) evaluating
E) benchmarking
Answer: C
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
14) Strengths can be categorized as ________ that help define the path for improvement the firm
should undertake.
A) primary or secondary strengths
B) strategic processes or strategic procedures
C) primary marketing or operational objectives
D) strategic resources or strategic capabilities
E) winning orders in the marketplace or achieving competitive advantage
Answer: D
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15) Stage 3 of the generic process for performing self-assessment is ________.
A) categorizing the strengths and weaknesses
B) generating lists of strengths and weakness for the organization
C) evaluating competitive advantage to assess how relevant resources and capabilities are in
terms of generic strategies
D) achieving new levels of performance by filling gaps in deployment
E) investigating the sources of competitive advantage
Answer: E
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
16) Quality audits study ways to ________.
A) ensure that generally accepted accounting principles are being followed
B) ensure that companies and employees are acting honestly
C) win orders in the marketplace
D) improve customer service and ascertain whether current customer service processes are being
performed
E) select only the "right" evidence and ignore the "other"
Answer: D
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-4
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
21) Which of the following steps in the basic quality audit involves sharing the preliminary
results with management?
A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) closure
Answer: D
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
22) Which of the following steps in the basic quality audit involves performing a postimplementation review to ensure that the corrective actions were taken and the desired results
obtained?
A) reporting and corrective action
B) implementing the audit
C) the opening meeting
D) the exit meeting
E) follow-up
Answer: E
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
23) In ________ audits, an overall assessment of the organization is performed, and this
information is inserted into the following year's strategic plans.
A) presidential
B) operational
C) consultant
D) certification
E) qualitative
Answer: B
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
24) ________ audits are also called quality maturity studies.
A) Presidential
B) Operational
C) Consultant
D) Certification
E) Award
Answer: C
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-6
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
25) The ________ team should be made up of quality managers, people involved in the data
analysis, a facilitator, and appropriate operating force participants.
A) strategic objective
B) operational
C) SLs lead
D) SLT senior leadership
E) reenergizing quality
Answer: E
Topic: Validating the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
26) The ________ is a living document that will change as products and the business realities
change.
A) signature strategy
B) structural measure
C) change management
D) reenergizing quality approach
E) certification process
Answer: A
Topic: Validating the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
27) Quality improvement requires the interactions on a contingency basis of many different
disciplines to create products, services, processes, and systems that effectively serve customers.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
28) People represent the core of a firm's capabilities.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
29) For a quality system to function effectively, employees must understand they are peripheral
to that system.
Answer: FALSE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-7
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-8
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
37) Electronic data interchange (EDI) can limit the chances of satisfying customer needs.
Answer: FALSE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
38) EDI systems allow customers and suppliers to tie their systems together to enhance planning,
purchasing, and coordination.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
39) The actions required to make the information system effective are problem identification,
analysis, and corrective action.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
40) Quality conformance is one of the three key spheres of quality.
Answer: FALSE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
41) Customer service is both a goal and an outcome of systems.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
42) Because quality is not under the purview of any specific functional group and is the
responsibility of everyone, cross-functional approaches are required to achieve the desired
results.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
43) Hoshin planning or policy deployment provides a framework for achieving alignment
through the catchball process.
Answer: TRUE
Topic: Building Blocks for the System of Quality Improvement
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-9
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
44) When the firm has achieved benchmark or role model status, the ideas and initiatives for
improvement must come from within.
Answer: TRUE
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
45) Categorizing is the means of generating lists of strengths and weakness for the organization.
Answer: FALSE
Topic: Internal Validation: Documenting and Assessing the Quality System
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
46) ISO 9000:2008 uses repetitive audits to ensure compliance and to maintain registration.
Answer: TRUE
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
47) Quality audits are defined as internal assessment tools used to identify areas for
improvement.
Answer: TRUE
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
48) Conceptualization is one of the steps of quality auditing.
Answer: FALSE
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
49) Auditing outcomes is one of the three main ingredients to an audit.
Answer: FALSE
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
50) Auditing principles constitute a rule that is derived from reasoning and experience.
Answer: TRUE
Topic: Quality Audits
Learning Outcome: Discuss the total cost of quality and compare the common methods of
managing quality
15-10
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-11
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-12
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-13
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-14
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-15
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall
15-16
Copyright 2013 Pearson Education, Inc. Publishing as Prentice Hall