Test bank for quality and performance excellence 8th edition by evans

Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence The view of quality as the satisfaction of customer needs is often called fitness for use a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Since quality relates to goods or services, both only for-profit and non-profit organizations can benefit from adopting performance excellence procedures a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge “Scientific management” involved skilled craftspeople who served both as manufacturers and inspectors, building quality into their products a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge After World War II, the first country to adopt quality initiatives and improvement in industry was Japan a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence The Deming Prize was constituted by the United States to raise awareness of quality and recognize national role models a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge A successful organization is one which integrates quality principles with its mundane daily work activities a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge In quality control, tolerances are unacceptable deviations from the values assigned to the targets a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge The five dimensions of service quality include reliability, assurance, tangibles, empathy, and responsiveness a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence A difference between service and manufacturing is that manufacturing is performed away from the customer whereas customers are involved in the service process a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 10 Not-for-profit organizations are adopting quality principles because of their impact on the bottom line a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 11 From a total quality perspective, all strategic decisions a company makes are “customer­driven.” a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 12 Total Quality views everyone inside the enterprise as a customer of an internal or external supplier and a supplier of an external or internal customer a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 13 Employee engagement is manifest by empowerment a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 14 Competitive behavior—one person against another or one group against another—is contrary to the basic principles of TQ a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 15 The traditional way of viewing an organization is by surveying the horizontal dimension—keeping an eye on an organization chart a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 16 In terms of total quality management, “continuous improvement” refers only to breakthrough improvement a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 17 According to Noriaki Kano’s three classes of needs, the required safety features in an automobile are an example of a satisfier a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 18 The fundamental objective of a supply chain is to provide the right product in the right quantity at the right place at the right time a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 19 A firm that is characterized by flexibility and short cycle times is considered to be agile a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 20 Agency theory views the management system as one based on social and human values, whereas total quality is based on an economic perspective a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 21 Agency theory suggests that information may be concealed to advance self-interests a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge 22 Agency theory assumes that risks are not to be minimized and shared between the two parties a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge 23 Leaders in agency theory provide a quality vision and play a strategic role in the organization a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge 24 In the organismic model of organizations, organizations are considered to be autonomous entities a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 25 In the organismic model of organizations, work is reduced to elementary tasks with a focus on efficiency, conformity, and compliance a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 26 The mechanical organizational model assumes that systems goals such as the need to survive displace performance goals, such as profit a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 27 The organismic model of organizations views an organization as a tool or a machine designed solely to create profits for its owners a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 28 In the cultural organizational model, managers relinquish control and share power in order to meet the needs of the many individuals a True b False ANSWER: True DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 29 In the cultural organizational model, learning needs are driven by adaptation to environmental forces instead of in response to individual needs a True b False ANSWER: False DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 30 The term _ refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability a fitness for use b performance excellence c gap analysis d accreditation ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operational Management TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 31 Frederick W. Taylor’s concept of  _  greatly influenced the nature of quality in manufacturing organizations a scientific management b the Hawthorne effect c Theory X d the observer-expectancy effect ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge 32 _ introduced statistical quality control to Japanese workers after World War II as part of General MacArthur’s rebuilding program a Noriaki Kano b F.W Taylor c Malcolm Baldrige and Henry Ford d Edwards Deming and Joseph Juran ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge 33 The prize constituted by Japan to recognize quality initiatives in business is named after _ a Edwards Deming b Malcolm Baldrige c Frederick Taylor d Noriaki Kano ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.03 A Brief History KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 10 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 43 With respect to the quality dimensions of manufactured products, _ refer(s) to the ability to repair a product quickly and easily a durability b serviceability c conformance d features ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 44 With respect to the quality dimensions of manufactured products, _ deals with how a product looks, feels, sounds, tastes, or smells a serviceability b durability c performance d aesthetics ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 45 Which of the following is true of the service sector as opposed to manufacturing firms? a Service firms usually maintain inventory registers b A service firm considers that all customer needs are the same c The output of a service firm is intangible d Service firms require a physical production site ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 14 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 46 Which of the following is an example of a service provider? a A steel plant b A clothing manufacturer c A pharmaceutical company d A bank ANSWER: d DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Comprehension 47 _ is an important dimension associated with service quality a Aesthetics b Serviceability c Durability d Accuracy ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 48 The _ is the highest award given to executive branch agencies for management excellence a President’s Quality Award b Malcolm Baldrige Award c Deming Prize d National Quality Improvement Award ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 15 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 49 Which of the following TQ principles was the TQ quality initially based on? a Emphasis on individual work b Continuous improvement c Employee focus d Quality variance ANSWER: b DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 50 In 1992, in cooperation with deans of business and engineering departments of major universities, and recognized consultants, the chairs and CEOs of nine major U.S corporations endorsed a definition of _ as a peoplefocused management system that aims at continual increase in customer satisfaction at continually lower real cost a business process reengineering b a quality circle c total quality d Six Sigma management ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 51 In a total quality environment, internal customers are the: a designated team members of the quality control team b customers who are part of the product testing panel c recipients of any work output d immediate customers, but not the end users ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 16 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 52 Customer engagement refers to: a organizations designing products and processes with the goal of maximizing revenue from individual customers b organizations building relationships with customers so they will continue to use their goods and services and actively advocate for and recommend them c organizations customizing product and service features to meet the needs of individual customers rather than mass-producing products d customers proactively approaching organizations in order to suggest product ideas and features for development ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 53 A manager who is considered a Theory X manager is likely to believe that: a productivity is enhanced when employees make decisions on their own b workers dislike work and require close supervision and control c worker productivity improves when managers relax supervision d employees are self-motivated and eager to take on challenges ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 17 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 54 According to McGregor’s  _ , workers are self­motivated, seek responsibility, and exhibit a high degree of imagination and creativity at work a Theory Z b Theory Y c Theory X d Theory Q ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 55 Teamwork between top management and lower-level employees is called _ teamwork a vertical b interorganizational c horizontal d cross-functional ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 56 Teamwork within work groups and across functional lines is called _ teamwork a cross-training b interorganizational c horizontal d quality circle ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 18 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 57 Partnerships with suppliers and customers are called partnerships a horizontal b cross-functional c vertical d interorganizational ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 58 A(n) _ is a sequence of activities that is intended to achieve some result a process b array c cluster d symmetry ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 59 With respect to the systems approach to management, _ refers to looking at an organization as a whole and building on key business attributes, including core competencies, strategic objectives, action plans, and work systems a alignment b integration c sequence d synthesis ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 19 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 60 In the context of Noriaki Kano’s classification of customer needs,  _ refer to those needs that are expected in a product or service a satisfiers b delighters c dissatisfiers d exciters ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 61 According to Noriaki Kano’s classification of customer needs,  _ are the needs that customers say they want a satisfiers b dissatisfiers c delighters d exciters ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 62 According to Noriaki Kano’s classification of customer needs,  _ new or innovative features that customers do not expect in a product or service a satisfiers b delighters c dissatisfiers d essentials ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 20 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 63 Sylvia orders a security system to be installed at her house After placing the order, the company took three days to install it The time taken for the order to be delivered is referred to as: a execution gap b cycle time c performance gap d turnaround time ANSWER: b DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 64 Agency theory makes the assumption that individuals in agency relationships are _ and will always take actions to enhance their self-interests a utility-maximizers b negotiators c satisficers d adopters ANSWER: a DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge 65 In agency theory, _ is a primary mechanism used by both parties to maintain and govern the relationship a autonomy b motivation c self-regulation d monitoring ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 21 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 66 In the _ organizational model, work is reduced to elementary tasks with a focus on efficiency, conformity, and compliance a environmental b mechanistic c organismic d cultural ANSWER: b DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 67 The _ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit a cultural b mechanistic c organismic d environmental ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 68 Total Quality shares the most similarities with the _ organizational model a cultural b environmental c organismic d mechanistic ANSWER: c DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 22 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 69 The _ model views an organization as a collection of cooperative agreements entered into by individuals with free will a mechanistic b environmental c organismic d cultural ANSWER: d DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.07 TQ and Organizational Models KEYWORDS: Bloom's: Knowledge 70 What is performance excellence? The term “performance excellence” refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability; improvement of overall organizational effectiveness and capabilities; and organizational and personal learning Performance excellence is a characteristic of today’s most outstanding organizations and is a requisite for providing high quality goods and services DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.01 Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge ANSWER: Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 23 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 71 Briefly describe the quality dimensions of manufactured products ANSWER: Manufactured products have several quality dimensions: 1) Performance: a product’s primary operating characteristics 2) Features: the “bells and whistles” of a product 3) Reliability: the probability of a product’s surviving over a specified period of time under stated conditions of use 4) Conformance: the degree to which physical and performance characteristics of a product match preestablished standards 5) Durability: the amount of use one gets from a product before it physically deteriorates or until replacement is preferable 6) Serviceability: the ability to repair a product quickly and easily 7) Aesthetics: how a product looks, feels, sounds, tastes, or smells 8) Perceived quality: subjective assessment resulting from image, advertising, or brand names DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 72 Describe in brief the most important dimensions of service quality ANSWER: The most important dimensions of service quality are the following: 1) Time: How much time must a customer wait? 2) Timeliness: Will a service be performed when promised? 3) Completeness: Are all items in the order included? 4) Courtesy: Do frontline employees greet each customer cheerfully? 5) Consistency: Are services delivered in the same fashion for every customer, and every time for the same customer? 6) Accessibility and convenience: Is the service easy to obtain? 7) Accuracy: Is the service performed right the first time? 8) Responsiveness: Can service personnel react quickly and resolve unexpected problems? DIFFICULTY: Difficulty: Easy ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 24 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 73 What are the points organizations have to look into beyond product orientation to ensure service quality? ANSWER: Service organizations must look beyond product orientation and pay significant attention to customer transactions and employee behavior Several points that service organizations should consider are as follows: 1) The quality characteristics that a firm should control may not be the obvious ones 2) Behavior is a quality characteristic 3) Image is a major factor in shaping customer expectations of a service and in setting standards by which customers evaluate that service 4) Establishing and measuring service levels may be difficult 5) Quality control activity may be required at times or in places where supervision and control personnel are not present DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.04 Quality in Organizations KEYWORDS: Bloom's: Knowledge 74 How is empowerment related to employee engagement? ANSWER: Employee engagement simply means that workers have a strong emotional bond to their organization, are actively involved in and committed to their work, feel that their jobs are important, know that their opinions and ideas have value, and often go beyond their immediate job responsibilities for the good of the organization Engagement is often manifest by empowerment, which simply means that people have the authority to make decisions based on what they feel is right, have control over their work, take risks and learn from mistakes, and promote change DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 25 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 75 Describe the different types of continuous improvement ANSWER: Continuous improvements within an organization may be of several types: 1) enhancing value to the customer through new and improved products and services; 2) improving productivity and operational performance through better work processes and reductions in errors, defects, and waste; 3) improving flexibility, responsiveness, and cycle time performance; and 4) improving organizational management processes through learning DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 76 Describe the three levels at which data and information support analysis is disseminated and aligned within an organization ANSWER: At the work level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed At the process level, operational performance data such as yields, cycle times, and productivity measures help managers determine whether they are doing the right job, whether they are using resources effectively, and whether they are improving At the organization level, quality and operational performance data from all areas of the firm, along with relevant financial, market, human resource, and supplier data, form the basis for strategic planning and decision making DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge 77 Define the four stages in a learning cycle ANSWER: A learning cycle has four stages: planning, execution of plans, assessment of progress, and revision of plans based upon assessment findings DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.05 Principles and Practices of Total Quality and Performance Excellence KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 26 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 78 Illustrate the differences between TQ and agency theory ANSWER: The following are the major differences between TQ and agency theory: 1) TQ views the management system as one based on social and human values, whereas agency theory is based on an economic perspective that removes people from the equation 2) Agency theory assumes an inherent conflict of goals between agents and principals, and that agent goals are aligned with principal goals through formal contracts In TQ, everyone in the organization shares common goals and a continuous improvement philosophy 3) Sharing information to achieve these goals is fundamental to TQ, whereas agency theory suggests that information may be concealed to advance selfinterests 4) TQ takes a long-term perspective based on continuous improvement, whereas agency theory focuses on short-term achievement of the contract between the principal and agent 5) In TQ, risk taking is necessary in order to innovate, whereas agency theory assumes that risks are to be minimized and shared between the two parties 6) Finally, TQ leaders provide a quality vision and play a strategic role in the organization; leaders in agency theory develop control mechanisms and engage in monitoring DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 27 Test Bank for Quality and Performance Excellence 8th Edition by Evans Full file at https://TestbankDirect.eu/ CHAPTER 01—Foundations of Quality and Performance Excellence 79 Describe the three major organizational models ANSWER: Three major organizational models that management theorists have studied are the mechanistic, organismic, and cultural models of organizations 1) The mechanistic model views an organization as a tool or a machine designed solely to create profits for its owners Work is reduced to elementary tasks with a focus on efficiency, conformity, and compliance 2) The organismic model views organizational systems as living organisms that depend on their environments for resources and adjust the behavior of their parts to maintain the properties of the whole within acceptable limits This model assumes that systems goals, such as the need to survive, displace performance goals, such as profit 3) The cultural model views an organization as a collection of cooperative agreements entered into by individuals with free will. The organization’s culture and social environment are enacted or socially constructed by organization members From the perspective of this model, the goal of an organization is to serve the diverse needs of all whom it affects—its stakeholders DIFFICULTY: Difficulty: Moderate ACCREDITING STANDARDS: BUSPROG: Analytic DISC: Operations Management TOPICS: DESC.EVAL.17.01.06 TQ and Agency Theory KEYWORDS: Bloom's: Knowledge Cengage Learning Testing, Powered by Cognero Full file at https://TestbankDirect.eu/ Page 28