MGT 420 FINAL EXAM 1 | VERIFIED SOLUTION

MGT 420 FINAL EXAM 1. 1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality? A. Service reliability B. Responsive ...

MGT 420 FINAL EXAM 1. 1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality? A. Service reliability B. Responsiveness C. Perceived quality D. Assurance E. Empathy 2) Which of the following is the most traditional definition of quality? A. Features B. Durability C. Conformance D. Performance E. Reliability 3) Like engineers, operations managers are very concerned about product & process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities. A. Management B. Economics C. Marketing D. Staffing E. Financing 4) Which of the following is not an example of a strategic content variable? A. Time B. Leadership MGT 420 FINAL EXAM 1. C. Quality costs D. Generic strategies E. Planning 5) The role of marketing in design has been to bring the voice of the __________ into the design process. A. intermediary B. customer C. producer D. raw material supplier E. retail outlet 6) __________ is the process by which a leader influences a group to move toward the attainment of superordinate goals. A. Planning B. Empowerment C. Controlling D. Leadership E. Organizing 7) __________ are teams that work to improve processes & customer service. A. Tiger teams B. Natural work groups C. Process improvement teams D. Self-directed work teams E. Cross-functional teams 8) All of the activities associated with developing a product from concept development to final MGT 420 FINAL EXAM 1. design & implementation is known as: A. simultaneous engineering B. life testing C. concurrent design D. process design E. product design 9) A firm’s understanding of the customers, their needs, & their wants is referred to as: A. internal customer perspective B. customer conformance C. closeness to customers D. customer culture E. cultural richness 10) __________ 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 & American industry. A. Armand Feigenbaum B. Genichi Taguchi C. W. Edwards Deming D. Philip Crosby E. Kaoru Ishikawa 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 & ineffective planning for quality MGT 420 FINAL EXAM 1. D. the concept of benchmarking E. his emphasis on total involvement of the operating employees in improving quality 12) The development & dissemination of the basic seven tools of quality was the work of: A. Genichi Taguchi B. Philip Crosby C. Joseph Juran D. Kaoru Ishikawa E. W. Edwards Deming 13) One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are: A. constantly changing in services but remain fairly stable in manufacturing B. constantly changing in manufacturing but remain fairly stable in services C. not a priority for many firms D. constantly changing E. relatively stable 14) The model of reactive customer-driven quality shows: A. a firm’s quality performance is increasing while quality costs are decreasing 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 15) With __________, all work is inspected at each stage of the manufacturing process, & the workers inspect their own work. A. full-frame quality control MGT 420 FINAL EXAM 1. B. multi-level inspection C. total statistical control D. in-process inspection E. continuous reengineering 16) Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently: A. reactive B. evil C. philosophical D. wrong E. difficult 17) The differences between desired levels of performance & actual levels of performance is referred to as the: 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 MGT 420 FINAL EXAM 1. 19) Which of the following is not an example of a strategic content variable? A. Quality costs B. Planning C. Time D. Generic strategies E. Leadership 20) Strategic plan __________ answers the question of what is to be contained in the strategic plan. A. operation B. standardization C. process D. content E. method 21) Strategic planning has two important dimensions. These are: A. strategic & routine B. content & process C. analysis & synthesis D. proactive & standardized E. implementation & control 22) _________ allows customers & customers to tie their systems together to enhance planning, & purchasing, & coordination. A. MRP B. CPM C. EDI MGT 420 FINAL EXAM 1. D. PERT E. CRM 23) The three spheres of quality are: . quality in products, quality in services, & quality in customer orientation B. internal quality, external quality & quality systems . quality planning & management, quality assurance, & quality control quality in design, quality in manufacturing, & quality in customer service . quality planning & management, quality conformance, & quality education 24) The three spheres of quality are quality planning & management, quality assurance, and: A. quality satisfaction B. quality performance C. quality education D. quality reliability E. quality control 25) Which of the following is a description of the “categorizing” stage of the internal environmental analysis process? Determine where, along the firm’s value chain, potential competitive advantage lies Reconceptualize long-list in terms of resources & capabilities & complete deeper inspection h the application of key questions . Generate long-lists of strengths & weaknesses from primary & support activities of the firm’s value chain . Look at each competitively relevant resources & capability relative to its potential as a cost or uniqueness driver . Choose the appropriate generic strategy for the firm – cost leadership or differentiation 26) The means of generating lists of strengths & weaknesses in the internal environmental MGT 420 FINAL EXAM 1. analysis process is referred to as: A. identifying B. scannig C. surveyig D. synthesizng E. investigating ___________ is the capital that fuels oustanding quality results. A. Perseverane B. Attitude C. People D. Knowledg E. Quality ______________ that are used in many companies rely onexternal validation of quality programs. A. Aggregate filtrs B. Color filter C. Sole-source filtrs D. Penultimate filtes E. Developmental filters __________ refers to narrowing down the list of approved supliers for a single component to just one supplier. A. Dual sourcing B. Single sourcing C. Individual sourcing D. Separate sourcing MGT 420 FINAL EXAM 1. E. Discriminate sourcing 30) A term used to characterize the relationship between suppliers & customers when a high degree of linkages & interdependencies exist is __________. A. customer partnering B. supplier partnering C. supplier/customer codependence D. supplier linking E. value partnering The auditing portion of a supplier development program is referred to as a: A. supplier review B. supplier analysis C. supplier audit D. supplier assessment E. supplier checkup A system that aids customer & supplier communication by linking together supplier & customer information systems is referred to as: A. Computer data transfer B. CPU data interchange C. Electronic data interchange D. Electronically generated data transfer E. Data interchange Which of the following is not one of the primary activities in the value chain? A. human resource management MGT 420 FINAL EXAM 1. B. outbound loistics C. operatios D. service E. inbound logistics 34) From a quality perspective, an interesting variation of the value chain is the concept of the: A. chain of customers B. sequence of patrons C. sequence of value D. progression of value E. string of value Nonvalue chain activities typically have costs but no effect on the customer & are referred to as the: A. back office activities B. masked output C. hidden factory D. concealed output E. silent throughput Many companies perform lengthy inspections of their suppliers that involve long-term visits & 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 MGT 420 FINAL EXAM 1. The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called: A. ISO 11000 B. targets for excellence C. Q1 D. QS 9000 E. championship supplying 38) The goals of QS 9000 is to: . enhance quality systems for suppliers while eliminating redundant requirements & reducing costs . identify & prioritize problems that need to be solved . integrate financial, planning, & control systems into a single architecture . keep American families safe by reducing the risk of injury or death from consumer products . find a company that is superior in a particular area, study what is does, & 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. A. design control B. management responsibility C. quality system D. purchasing E. contract review 40) Which Baldrige criteria focuses on how the company establishes strategic direction, & how it sets its tactical action plans to implement the strategic plan. A. information & analysis B. customer & market focus MGT 420 FINAL EXAM 1. C. leadership D. process management E. strategic planning 41) Which Baldrige criteria is used to evaluate the extent to which top management is personally involved in creating & reinforcing goals, values, directions, & customer involvement? A. Human resource focus B. Strategic planning C. Process management D. Information & analysis E. Leadership 42) Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions? A. leadership B. customer & market focus C. information & analysis D. strategic planning E. process management Week 5, DQ 1 The statement has been made that “A quality system is not just a series of boxes & arrows. It is an interconnected, interdisciplinary network of people, technology, procedures, markets, customers, facilities, legal requirements, reporting requirements, & assets that interact to achieve an end.” What does this statement mean to you? Response 1 MGT 420 FINAL EXAM 1. The way I interpreted the statement is that a quality system is not determined by the chain of command, which is also known as an organizational chart. The employees from all departments & all levels, machines being utilized (i.e., computers, phones, software programs, etc.), operating instuctions that are in place, & the vendors & suppliers who provide the organization with the tools needed to produce their products. When all the listed items are intertwined properly it produces a successful quality system that meets their customers’ needs & expectations & increases an organization profit & ultimately achieves their goal. The bottom line is that in order for an organization to have a successful quality system everyone has to be open minded & willing to accept change. Every department must work together, know what their responsibilities are, & execute the responsibilities assigned to them in order to effectively deliver their products & services to the clients & customers. Without the cooperation from all departments & personnel, an organization will fail because they will not be able to produce their products on time & provide their products & services to their clients & customers in a timely manner.