123. As Shelly Jones, manager of Sears, hands out customer questionnaires to get a better idea of customers’ needs as
well as their concerns, she is exercising which facet of total quality management (TQM)?
a. Employee participation in improving the quality of work
b. Customer satisfaction
c. Strengthening relationships with suppliers who are also customers
d. Continuous quality improvement
e. Strong leadership skills
124. By holding focus groups with employees, Robert Keening of Snow Bird Airlines is employing which aspect of total
quality management?
a. Democratic leadership
b. Reaching consensus
c. Customer satisfaction
d. Obtaining feedback
e. Employee participation
125. When a business firm implements several programs to encourage prompt and courteous customer service,
employee participation, and better coordination with suppliers, it is making an effort to use
a. quality concern focus.
b. total quality management.
c. quality improved planning.
d. quality development.
e. quality commitment.
126. Zack asks his customers to complete a survey about the service they receive at his company so that he and his
staff can make adjustments and improvements. Zack is focusing on the aspect of total quality management.
a. continuous quality improvement
b. strengthening supplier partnerships
c. customer satisfaction
d. employee participation
e. sales improvement
127. All of the following are reasons for a greater focus on quality by U.S. firms except
a. competition from foreign firms.
b. customers that are more demanding.
c. unpredictability on Wall Street.
d. poorer financial performance.
e. reduced market share.
128. The coordination of efforts directed at improving customer satisfaction, increasing employee participation, improving
supplier partnerships, and facilitating an organizational atmosphere of continuous quality improvement is known as
a. a quality concern focus.
b. total quality management.
c. total quality development.
d. total quality commitment.
e. quality improvement planning.
129. Clarke Tools, concerned about its loss of market share in previous years, has recently implemented several
programs to encourage prompt and courteous customer service, employee self-management, and better
coordination with suppliers. Clarke Tools is making an effort to achieve
a. a quality concern focus.
b. total quality management.
c. total quality commitment.
d. total quality development.
e. quality improvement planning.
130. For a total quality management program to be effective, it must be treated as a top priority by
a. the human resources director.
b. line management.
c. first–line management.
d. middle management.
e. top management.
131. Which of the following is a TQM tool?
a. Organizing
b. Leading
c. Benchmarking
d. Planning
e. SWOT analysis
132. If Southwest Airlines closely evaluates the products and processes of United Airlines with the intent of improving
quality among their own products and practices, Southwest is using
a. SWOT analysis.
b. long-term strategy.
c. partnering strategy.
d. benchmarking.
e. goal establishment.
133. Which of the following is not considered a basic step of benchmarking?
a. Forming a benchmarking team
b. Collecting and analyzing data
c. Acting on results of data collection
d. Goal setting
e. Identifying objectives
134. Management is the process of coordinating people and other resources.
a. True
b. False
135. Most organizations use four types of resources: material, human, financial, and informational.
a. True
b. False
136. The four basic management functions are planning, organizing, leading and motivating, and controlling.
a. True
b. False
137. The primary functions a manager performs include planning, solving problems, leading and motivating, and
controlling.
a. True
b. False
138. As a manager carries out his or her functions, the first step is to control, the second is to organize, and the third is to
plan.
a. True
b. False
139. Dell Computer attempts to earn a profit by manufacturing premium-quality computers. This action represents its
mission.
a. True
b. False
140. Goals are set only for top-level management.
a. True
b. False
141. Goals are established for only one year at a time.
a. True
b. False
142. Achieving a balance between competing and conflicting goals is called optimization.
a. True
b. False
143. Strengths and weaknesses are the external factors of a company SWOT analysis.
a. True
b. False
144. In a SWOT analysis, opportunities are considered external to the organization.
a. True
b. False
145. An aspect of the strategic planning process is to allocate resources to achieve an organization’s goals and
objectives.
a. True
b. False
146. The process of establishing an organization‘s major goals and objectives and allocating the resources to achieve
them is called tactical planning.
a. True
b. False
147. Core competencies of an organization are the aspects that a company performs well.
a. True
b. False
148. A plan is an outline of the actions by which the organization intends to accomplish its goals and objectives.
a. True
b. False
149. A broad set of plans that outlines alternative courses of action when problems develop is called a strategy.
a. True
b. False
150. An organization’s tactical plan is its broadest set of plans developed as a guide for major policy setting and decision
making.
a. True
b. False
151. Organizing is the process of grouping resources and activities efficiently and effectively to accomplish an end
result.
a. True
b. False
152. Controlling is the process of evaluating and regulating ongoing activities to ensure achievement of goals.
a. True
b. False
153. The control function includes three steps: setting standards, measuring performance, and recycling the system.
a. True
b. False