MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A.
The International Journal of Engineering and Science (The IJES)theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
Quality comes at a price. It costs to adhere to the specifications. Not adhering to specifications has potential costs. Costs related to quality can be categorized in five types. What type of cost limits the errors in the project output to within an a.
this MCQs of total quality management that we studies in our master degree in pharmaceutical analysis and quality control in the university of medical science and technology in Sudan Khartoum. i wrote this MCQs to help my classmates and other students that studies Total Quality Management.
Thanks for reading My Notes
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
The International Journal of Engineering and Science (The IJES)theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
Quality comes at a price. It costs to adhere to the specifications. Not adhering to specifications has potential costs. Costs related to quality can be categorized in five types. What type of cost limits the errors in the project output to within an a.
this MCQs of total quality management that we studies in our master degree in pharmaceutical analysis and quality control in the university of medical science and technology in Sudan Khartoum. i wrote this MCQs to help my classmates and other students that studies Total Quality Management.
Thanks for reading My Notes
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
MGT 498 Final Exam answers
1) In a survey of 50 corporations, which of the following was rated as a benefit of strategic management?
A. Clearer sense of vision for the firm
B. Higher levels of employee motivation
C. Higher levels of job satisfaction
D. Improved productivity
E. Lower employee turnover
2) Research suggests that strategic management evolves through four sequential phases in corporations. The first phase is
A. externally-oriented planning
B. basic financial planning
C. internally-oriented planning
D. forecast-based planning
E. strategic management
3) Strategic management is that set of managerial decisions and actions that determine the long-run performance of a corporation. Which one of the following is NOT one of the basic elements of the strategic management process?
A. Strategy formulation
B. Strategy implementation
C. Statistical process control
D. Evaluation and control
E. Environmental scanning
4) The relationship among the bo
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
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Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
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Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
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Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
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Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
1. MGT 420 Final Exam
Link : http://uopexam.com/product/mgt-420-final-exam/
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
2. C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary
3. B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D. Leadership
E. Organizing
B. Leadership
C. Quality costs
D. Generic strategies
E. Planning
5) The role of marketing in design has been to bring the voice of the __________ in
to
6) __________ is the process by which a leader influences a group to move toward
the
7) __________ are teams that work to improve processes and customer service.
A. Tiger teams
B. Natural work groups
4. C. Process improvement teams
D. Self-directed work teams
A. simultaneous engineering
B. life testing
C. concurrent design
D. process design
E. product design
A. Armand Feigenbaum
B. Genichi Taguchi
C. W. Edwards Deming
D. Philip Crosby
E. Kaoru Ishikawa
E. Cross-functional teams
8) All of the activities associated with developing a product from concept
9) A firm’s understanding of the customers, their needs, and their wants is referred
to as:
A. internal customer perspective
B. customer conformance
C. closeness to customers
5. D. customer culture
E. cultural richness
10) __________ was widely accepted as the world’s preeminent authority on qualit
y
management prior to his death on December 24, 1993 because of his influence on
11) The major theoretical contribution of Kaoru Ishikawa was:
A. Pareto Analysis
B. his assertion that “quality is free”
C. his insight that organizational quality problems are largely the result of
insufficient and ineffective planning for quality
D. the concept of benchmarking
E. his emphasis on total involvement of the operating employees in improvin
g
quality
12) The development and dissemination of the basic seven tools of quality was the
work of:
13) One of the difficulties in satisfying customer requirements is that in a dynamic
environment, customer needs are:
14) The model of reactive customer-driven quality shows:
A. constantly changing in services but remain fairly stable in manufacturing
6. B. constantly changing in manufacturing but remain fairly stable in services
C. not a priority for many firms
D. constantly changing
E. relatively stable
A. Genichi Taguchi
B. Philip Crosby
C. Joseph Juran
D. Kaoru Ishikawa
E. W. Edwards Deming
A. a firm’s quality performance is increasing while quality costs are decreasin
g
B. a firm’s quality performance is increasing while customer’s expectations
are also increasing
C. a firm’s quality performance is increasing while customer’s expectations
are decreasing
D. a firm’s quality performance is increasing while quality costs are also
increasing
E. a firm’s quality performance is decreasing while customer’s expectations
are also decreasing
7. 15) With __________, all work is inspected at each stage of the manufacturing pro
cess,
and the workers inspect their own work.
16) Your author indicates that although statistical inspection is an important
approach to improving quality, it is inherently:
17) The differences between desired levels of performance and actual levels of
performance is referred to as the:
A. full-frame quality control
B. multi-level inspection
C. total statistical control
D. in-process inspection
E. continuous reengineering
A. reactive
B. evil
C. philosophical
D. wrong
E. difficult
A. Quality costs
B. Planning
C. Time
8. D. Generic strategies
E. Leadership
A. quality divide
B. chasm
C. breach
D. conformance divide
E. gap
18) The core of quality management variables contains:
A. team approach
B. strategic planning
C. leadership
D. information analysis
E. environmental characteristics
20) Strategic plan __________ answers the question of what is to be contained in t
he
strategic plan.
A. operation
B. standardization
C. process
9. D. content
E. method
21) Strategic planning has two important dimensions. These are:
22) _________ allows customers and customers to tie their systems together to
enhance planning, and purchasing, and coordination.
23) The three spheres of quality are:
A. quality in products, quality in services, and quality in customer orientation
B. internal quality, external quality and quality systems
C. quality planning and management, quality assurance, and quality control
D. quality in design, quality in manufacturing, and quality in customer service
E. quality planning and management, quality conformance, and quality
education
A. strategic and routine
B. content and process
C. analysis and synthesis
D. proactive and standardized
E. implementation and control
A. MRP
B. CPM
10. C. EDI
D. PERT
E. CRM
24) The three spheres of quality are quality planning and management, quality
assurance, and:
25) Which of the following is a description of the “categorizing” stage of the internal
environmental analysis process?
A. Determine where, along the firm’s value chain, potential competitive
advantage lies
B. Reconceptualize long-list in terms of resources and capabilities and
complete deeper inspection with the application of key questions
C. Generate long-
lists of strengths and weaknesses from primary and support
activities of the firm’s value chain
D. Look at each competitively relevant resources and capability relative to its
potential as a cost or uniqueness driver
E. Choose the appropriate generic strategy for the firm – cost leadership or
differentiation
26) The means of generating lists of strengths and weaknesses in the internal
environmental analysis process is referred to as:
11. A. quality satisfaction
B. quality performance
C. quality education
D. quality reliability
E. quality control
A. identifying
B. scanning
C. surveying
D. synthesizing
E. investigating
A. Dual sourcing
B. Single sourcing
C. Individual sourcing
D. Separate sourcing
E. Discriminate sourcing
A. Aggregate filters
B. Color filter
C. Sole-source filters
D. Penultimate filters
12. E. Developmental filters
A. Perseverance
B. Attitude
C. People
D. Knowledge
E. Quality
28) ______________ that are used in many companies rely on external validation
of
29) __________ refers to narrowing down the list of approved suppliers for a single
30) A term used to characterize the relationship between suppliers and customers
when a high degree of linkages and interdependencies exist is __________.
A. customer partnering
A. Computer data transfer
B. CPU data interchange
C. Electronic data interchange
D. Electronically generated data transfer
E. Data interchange
A. supplier review
B. supplier analysis
13. C. supplier audit
D. supplier assessment
E. supplier checkup
B. supplier partnering
C. supplier/customer codependence
D. supplier linking
E. value partnering
32) A system that aids customer and supplier communication by linking together
33) Which of the following is not one of the primary activities in the value chain?
A. human resource management
B. outbound logistics
C. operations
D. service
A. back office activities
B. masked output
C. hidden factory
D. concealed output
E. silent throughput
A. chain of customers
B. sequence of patrons
14. C. sequence of value
D. progression of value
E. string of value
E. inbound logistics
34) From a quality perspective, an interesting variation of the value chain is the
35) Nonvalue chain activities typically have costs but no effect on the customer and
36) Many companies perform lengthy inspections of their suppliers that involve lon
g-
term visits and evaluations. There programs are often called:
A. supplier requirement programs
B. supplier affirmation programs
C. supplier confirmation programs
D. supplier compliance programs
E. supplier certification programs
37) The supplier development program developed by a Chrysler/Ford/General Mot
ors
supplier requirement task force was called:
38) The goals of QS 9000 is to:
A. enhance quality systems for suppliers while eliminating redundant
15. requirements and reducing costs
B. identify and prioritize problems that need to be solved
C. integrate financial, planning, and control systems into a single architecture
D. keep American families safe by reducing the risk of injury or death from
consumer products
E. find a company that is superior in a particular area, study what is does, an
d
gather ideas for improving your own operation in that area
39) During the __________ portion of the QS 9000 written standards the supplier
examines the steps associated with contracting with its own suppliers.
40) Which Baldrige criteria focuses on how the company establishes strategic
direction, and how it sets its tactical action plans to implement the strategic plan.
A. design control
B. management responsibility
C. quality system
D. purchasing
E. contract review
A. ISO 11000
B. targets for excellence
16. C. Q1
D. QS 9000
E. championship supplying
A. leadership
B. customer and market focus
C. information and analysis
D. strategic planning
E. process management
A. Human resource focus
B. Strategic planning
C. Process management
D. Information and analysis
E. Leadership
A. information and analysis
B. customer and market focus
C. leadership
D. process management
E. strategic planning
41) Which Baldrige criteria is used to evaluate the extent to which top management
17. is personally involved in creating and reinforcing goals, values, directions, and
42) Which Baldrige criterion focuses on how a firm assesses the relative importanc
e
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