productivity.

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The _____is the time it takes to turn an idea into a finished product.

Question options:

a)

product development cycle

b)

productivity curve

c)

product design process

d)

utility maximizer

Question 2

All of the following are legs of the Three-Legged Stool of Total Quality EXCEPT:

Question options:

a)

measures.

b)

people.

c)

processes.

d)

customer focus.

Question 3

Which of the following certifications is for managers who lead and champion continual-process improvement initiatives?

Question options:

a)

Calibration technician

b)

Six Sigma Green Belt

c)

Manager of Quality/Organizational Excellence

d)

Quality Process Analyst

Question 4

Which of the following countries is the most competitive country in the world?

Question options:

a)

Germany

b)

United States

c)

Japan

d)

Switzerland

Question 5

The most important key in maximizing competitiveness is:

Question options:

a)

education.

b)

human resources.

c)

teamwork.

d)

government.

Question 6

The antithesis of total quality is:

Question options:

a)

customer and stakeholder focus.

b)

employee engagement and teamwork.

c)

management by objectives.

d)

management by accounting.

Question 7

The need to improve an organization’s _______correlates directly with the process of making and measuring quality improvements.

Question options:

a)

productivity curve

b)

financial condition

c)

product design

d)

customer focus

Question 8

Which of the following is a trend that will shape the future of quality management?

Question options:

a)

The Deming Cycle

b)

The Juran Trilogy

c)

Global economy

d)

Increasing global competition

Question 9

Which of the following statements are considered TRUE concerning the effects of global integration?

Question options:

a)

It has helped fuel economic growth throughout the industrialized world.

b)

It can be the Achilles heel of economic growth.

c)

Downturns in one country can now have a ripple effect that quickly spreads to other countries.

d)

All of the above

Question 10

Management-by-accounting encourages _____cost cutting instead of _____ improvement.

Question options:

a)

low; long-term

b)

long-term; short-term

c)

long-term; long-term

d)

short-term; long-term

Question 11

The _____certification is for individuals who develop and operate quality control systems, apply and analyze testing and inspection procedures, diagnose and correct quality problems, understand human factors and motivation, understand quality cost techniques, develop and administer management information systems, and audit quality systems.

Question options:

a)

Quality Supervisor

b)

Quality Technician

c)

Quality Engineer

d)

Manager of Quality/Organizational Excellence

Question 12

By _____the United States was consuming more than it produced and the trend continues to this day.

Question options:

a)

1960

b)

1970

c)

1980

d)

1990

Question 13

Crosby’s Quality Vaccine consists of three ingredients. They are:

Question options:

a)

determination, education, and implementation.

b)

equipment standards, performance standards, and Six Sigma standards

c)

management, teamwork, and process improvement

d)

customer expectations, equipment standards, and conformance to specifications

Question 14

One of the ways _____can be accomplished is by structuring work that allows employees to make decisions concerning the improvement of work processes within well-specified parameters.

Question options:

a)

aesthetics

b)

conformance

c)

empowerment

d)

peak performance

Question 15

According to the Three-Legged Stool of Total Quality, the seat of the stool is(are):

Question options:

a)

people.

b)

processes.

c)

measures.

d)

customers.

Question 16

Which of the following functions is part of the Juran Trilogy?

Question options:

a)

Pareto Principle

b)

Quality planning

c)

Unity of purpose

d)

Six Sigma Program

Question 17

In a total quality organization, _____define(s) quality.

Question options:

a)

employees

b)

internal and external customers

c)

management

d)

continual improvement

Question 18

Two U.S. consultants who worked with Japanese managers during that country’s efforts to improve quality in the 1950s were:

Question options:

a)

Juran and Crosby.

b)

Deming and Crosby.

c)

Deming and Juran.

d)

Crosby and Joiner.

Question 19

Now that we are in a global information society, it is clear that corporations must incorporate into their strategic planning and their everyday operations the accelerating macro-environmental phenomenon of ____________, in which the rapid developments in information and communication technologies (ICTs) are propelling globalization and vice versa.

Question options:

a)

technocracy

b)

strategic technology

c)

technoinfrastructure

d)

technoglobalism

Question 20

Job satisfaction factors are all affected by quality and, in turn,:

Question options:

a)

productivity.

productivity.

b)

competitiveness.

c)

utility.

d)

customer focus.

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