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According to a free-market model competition among suppliersd.docx
- 1. According to a free-market model competition among suppliers: drives costs higher and quality lower drives costs higher and quality higher drives costs lower and quality lower have no effect on cost and quality drives costs lower and quality higher Which of the following is not an example of a strategic content variable? Quality costs Time Leadership Planning Generic strategies Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process. defining measuring improving analyzing controlling __________ is the process by which a leader influences a group to move toward the attainment of superordinate goals. Leadership Controlling Organizing Empowerment Planning External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:
- 2. single-source measures benchmarking measures single-source filters externally-directed filters stretch validation measures A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________. customer partnering supplier partnering supplier/customer codependence supplier linking value partnering There are two broad categories of quality costs, namely: production costs and service costs those costs due to quality inspection and those costs due to quality design those costs due to poor quality and costs associated with improving quality design costs and control costs inspection costs and manufacturing costs One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are: constantly changing in manufacturing but remain fairly stable in services constantly changing in services but remain fairly stable in manufacturing relatively stable not a priority for many firms constantly changing The major theoretical contribution of Kaoru Ishikawa was:
- 3. Pareto Analysis the concept of benchmarking his assertion that “quality is free” his emphasis on total involvement of the operating employees in improving quality his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality __________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization. Controlling Organization Leadership Culture Management The model of reactive customer-driven quality shows: a firm’s quality performance is increasing while customer’s expectations are also increasing a firm’s quality performance is increasing while quality costs are also increasing a firm’s quality performance is increasing while quality costs are decreasing a firm’s quality performance is decreasing while customer’s expectations are also decreasing a firm’s quality performance is increasing while customer’s expectations are decreasing The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called: ISO 11000 targets for excellence Q1 QS 9000
- 4. championship supplying Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently: evil wrong reactive difficult philosophical Some of the key aspects of __________ include attitudes toward change; presence or absence of fear; degree of openness, fairness, and trust; and employee behavior at all levels. learning organizing decision-making culture control __________ refers to the efficiency with which a product achieves its intended purpose. Reliability Features Performance Serviceability Conformance Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions? process management leadership customer and market focus information and analysis strategic planning __________ refers to the propensity for a product to perform
- 5. consistently over its useful life. Reliability Serviceability Perceived quality Conformance Durability Which Baldrige criterion requires the applicant to outline what his or her firm is doing in the area of corporate citizenship? Process management Leadership Customer and market focus Business results Strategic planning The adoption of aspects of a number of various approaches is known as the: functional silo problem unfocused dilemma contingency approach Perot system holistic approach How many winners of the MBNQA can there be each year? 8 6 1 4 3 ___________ is the capital that fuels outstanding quality results. Knowledge People Perseverance
- 6. Attitude Quality While Deming is best known for his emphasis on the management of a system for improving quality, his thinking was based on the use of __________ to continually improve. computer science statistics econometrics physics psychology _________ allows customers and customers to tie their systems together to enhance planning, and purchasing, and coordination. MRP CPM EDI CRM PERT __________ represents a proactive approach to satisfying customer needs that is based on gathering data about our customers to learn their needs and preferences and then providing products and services that satisfy customers. Product-driven quality Process-driven quality Content-driven quality Service-driven quality Customer-driven quality Strategic plan __________ answers the question of what is to be contained in the strategic plan. content standardization operation method
- 7. process Which of the following is the most traditional definition of quality? Features Conformance Reliability Durability Performance __________ was widely accepted as the world’s preeminent authority on quality management prior to his death on December 24, 1993 because of his influence on Japanese and American industry. Philip Crosby Armand Feigenbaum W. Edwards Deming Genichi Taguchi Kaoru Ishikawa __________ goals are those goals that pertain to achieving a higher end that benefits not just the individual, but the group. · Empowerment-related · Superordinate · Deterministic · Substantive · Hierarchical _________ refers to narrowing down the list of approved suppliers for a single component to just one supplier. · Separate sourcing · Individual sourcing · Single sourcing · Discriminate sourcing · Dual sourcing At the center of the Quality System model is:
- 8. · continual improvement · customer · people · research and development · procedures The auditing portion of a supplier development program is referred to as a: supplier checkup supplier analysis supplier assessment supplier audit supplier review Which of the following is not one of the support activities in the value chain? · Marketing and sales · Technology development · Procurement · Firm infrastructure · Human resource management Many companies perform lengthy inspections of their suppliers that involve long-term visits and evaluations. Their programs are often called: · supplier certification programs · supplier requirement programs · supplier confirmation programs · supplier compliance programs Quality experts agree that quality can be assured only during the: · sales process · marketing campaign · production phase
- 9. · design phase · installation and testing procedure A tool used by many firms to differentiate and discriminate among suppliers is called: · supplier evaluation · partner assessment · provider appraisal · provider assessment · supplier appraisal Which one of the following is an industry not eligible for the Malcolm Baldrige National Quality Award? · Manufacturing firms · Public sector organizations · Healthcare firms · Service sector firms · Consulting firms Which of the following is not one of the primary activities in the value chain? · outbound logistics · operations · service · inbound logistics · human resource management The three spheres of quality are: · quality planning and management, quality assurance, and quality control · quality benefits, quality risks, and quality management · quality planning, quality execution, and quality control · quality costs, quality benefits, and quality control A firm’s understanding of the customers, their needs, and their wants is referred to as:
- 10. · closeness to customers · internal customer perspective · cultural richness · customer conformance · customer cult _1472821082.unknown _1472821114.unknown _1472821130.unknown _1472821138.unknown _1472821142.unknown _1472821144.unknown _1472821145.unknown _1472821143.unknown _1472821140.unknown _1472821141.unknown _1472821139.unknown _1472821134.unknown _1472821136.unknown _1472821137.unknown _1472821135.unknown _1472821132.unknown _1472821133.unknown _1472821131.unknown _1472821122.unknown _1472821126.unknown _1472821128.unknown _1472821129.unknown _1472821127.unknown _1472821124.unknown _1472821125.unknown _1472821123.unknown _1472821118.unknown _1472821120.unknown _1472821121.unknown _1472821119.unknown _1472821116.unknown