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172 views6 pagesMGT 420 Final Exam
MGT 420 FINAL EXAM. Get an A++.
MGT 420 FINAL EXAM. Get an A++.
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 and 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
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 and 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 design and 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, and 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 and 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 and ineffective planning for quality
D. the concept of benchmarking
E. his emphasis on total involvement of the operating employees in improving quality
12) The development and 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, and the workers in
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172 views6 pagesMGT 420 Final Exam
MGT 420 FINAL EXAM. Get an A++.
MGT 420 FINAL EXAM. Get an A++.
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 and 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
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 and 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 design and 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, and 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 and 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 and ineffective planning for quality
D. the concept of benchmarking
E. his emphasis on total involvement of the operating employees in improving quality
12) The development and 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, and the workers in
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teacher.theacestudCopyright
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