56) The marketing system involves the interactions between ________.
A) the producing organization, industry trade groups, and the final consumer
B) the raw material supplier, the producing organization, and the intermediary
C) the producing organization, the intermediary, and the final consumer
D) the raw material supplier, the producing organization, and the final consumer
E) the producing organization, the intermediary, and the regulatory agency
57) The role of marketing in design has been to bring the voice of the ________ into the design
process.
A) supplier
B) customer
C) intermediary
D) retailer
E) producer
58) The first theoretical attempt to link quality improvement to financial results was the
________.
A) Juran cost-benefit analysis
B) Garvin quality matrix
C) Deming value chain
D) 360-degree evaluation
E) law of diminishing marginal returns
59) In his value chain, Deming linked quality improvements to ________.
A) improved product features and improved durability
B) improved organizational performance and reduction in costs
C) increase in efficiency and improved product features
D) improvements in reliability and reduction in costs
E) reduction in defects and improved organizational performance
60) ________ referred to the communication problem when he stated that “the language of
management is money.”
A) Deming
B) Shewhart
C) Juran
D) Garvin
E) Crosby
61) According to the ________, there is a point at which investment in quality improvement will
become uneconomical.
A) Deming value chain
B) contingency theory
C) Juran cost-benefit analysis
D) Garvin quality matrix
E) law of diminishing marginal returns
62) Which of the following best defines employee empowerment?
A) It involves moving decision making to the highest level in the organization.
B) It involves moving decision making to mid-management levels in the organization.
C) It involves moving decision making upwards in the chain of command.
D) It involves moving decision making to the lowest level in the organization.
E) It involves moving decision making outside the borders of the organization.
63) Electronic data interchange is used to link customer purchasing systems to supplier
enterprise resource planning systems.
64) Value stream mapping and Six Sigma are upstream activities in supply chain management.
65) Downstream activities include all of those activities involving interaction with suppliers.
66) Concurrent engineering has resulted in the simultaneous performance of product design and
quality testing.
67) Life testing is a facet of reliability engineering that determines whether a product will fail
under controlled conditions during a specified life.
68) If a component has a relatively high probability for failure that will affect the overall
function of a product, then redundancy is applied.
69) If a process is capable, it will consistently produce products that meet specification.
70) If a process is stable, it will exhibit nonrandom special cause variation instead of random or
common cause variation.
71) Discuss the origins and development of the supply chain perspective.
72) Describe the relevance of the “systems view” to our understanding of quality management.
73) Discuss the value-added perspective on quality.
74) ________ involves collecting detailed information about a particular job.
A) Job forecast
B) Job specification
C) Job selection
D) Job sharing
E) Job analysis
75) ________ is a performance evaluation process in which an employee’s peers, supervisors,
and subordinates are involved in evaluating the worker’s performance.
A) Circular evaluation
B) Upward-downward evaluation
C) 360-degree evaluation
D) Broad spectrum evaluation
E) Inward-outward evaluation
76) The operations management view of quality is rooted in the marketing approach.
77) Operations was the first functional field of management to adopt quality as its own.
78) The core values of an organization refer to guiding operating principles that simplify
decision making in that organization.
79) Alignment refers to consistency between different operational subplans and the overall
strategic plan.
80) The ultimate goal of strategic quality planning is to aid an organization to achieve
sustainable competitive advantage.
81) The primary marketing tools for influencing customer perceptions of quality are
conformance and reliability.
82) The pursuit of quality does not safeguard a company against bad management.
83) According to the contingency theory, there is a point at which investment in quality
improvement will become uneconomical.
84) According to the economic quality level model, the pursuit of higher levels of quality will
result in lower expenditures.
85) Employee empowerment involves removing decision-making responsibilities from the
lowest levels in the organization, thereby freeing up those workers to accomplish more of their
primary tasks.
86) 360-degree evaluation is a performance evaluation process in which an employee’s peers,
supervisors, and subordinates are involved in evaluating the worker’s performance.
87) What is employee empowerment?
88) What are the three spheres of quality?
A) quality costs, quality benefits, and quality control
B) quality planning, quality execution, and quality control
C) quality control, quality assurance, and quality management
D) quality benefits, quality risks, and quality management
E) quality costs, quality risks, and quality assurance
89) The ________ process is based on the scientific method, which includes the phases of
analysis, relation, and generalization.
A) quality execution
B) quality implementation
C) quality assurance
D) quality management
E) quality control
90) What are the three phases included in the quality control sphere?
A) analysis, relation, and generalization
B) investigation, experimentation, and discovery
C) investigation, relation, and collaboration
D) analysis, synthesis, and discovery
E) investigation, experimentation, and generalization
91) In the ________ phase of quality control, a process is divided into its fundamental pieces.
A) synthesis
B) analysis
C) experimentation
D) generalization
E) relation
92) The ________ phase of quality control involves perceiving how interrelationships apply to
the larger phenomenon of quality being studied.
A) generalization
B) synthesis
C) relation
D) experimentation
E) analysis
93) Which of the following activities is related to quality control?
A) creating a quality organizational culture
B) concurrent engineering
C) providing employee recognition
D) off-line experimentation
E) performing acceptance sampling
94) ________ refers to activities associated with guaranteeing the quality of a product or service.
A) Quality control
B) Quality assurance
C) Quality management
D) Quality implementation
E) Quality execution
95) Which of the following activities is related to quality assurance?
A) providing leadership and support
B) reducing process variability
C) facilitating organizational communication
D) performing acceptance sampling
E) experimental design
96) Which of the following activities is related to quality management?
A) measuring process performance
B) providing employee recognition
C) off-line experimentation
D) design team formation and management
E) developing and maintaining control charts
97) The three spheres of quality are quality control, quality assurance, and quality management.
98) The relation phase of quality control involves perceiving how interrelationships apply to the
larger phenomenon of quality being studied.
99) Reducing process variability and performing acceptance sampling are activities related to
quality assurance.
100) Providing employee recognition and planning for quality improvement are activities related
to quality management.
101) An operations perspective on quality involves a subjective assessment of the efficacy of
every step of the process for the customer.
102) Explain the three spheres of quality.
103) ________ involves the processes that overarch and tie together the quality control and
assurance activities.
A) Quality management
B) Quality execution
C) Quality implementation
D) Quality testing
E) Quality development
104) Which of the following descriptions best matches the relationship of the spheres of quality
to each other?
A) The spheres occur in a sequential order starting with quality management
B) The spheres are unrelated to one another
C) The spheres of quality assurance and quality control overlap with quality management, but
not with one another
D) Quality management overlaps with quality assurance, while quality control is unrelated
E) All three spheres are related to one another and possess overlapping functions
105) Quality development involves the processes that overarch and tie together the quality
control and quality assurance activities.
106) Quality management is the only quality sphere that overlaps with either of the other two
spheres of quality control and quality assurance; quality control and quality assurance are
unrelated.
107) The activities performed within each of the spheres of quality do not overlap because they
are mutually exclusive and unrelated to one another.
108) How do the spheres of quality assurance and quality control complement one another?
109) A ________ perspective on quality involves a subjective assessment of the efficacy of
every step on the process for the customer.
A) cultural
B) value-added
C) operations
D) strategic management
E) financial
110) ________ theory presupposes that there is no theory or method for operating a business that
can be applied in all instances.
A) Value-added
B) Collaborative
C) Cost-benefit
D) Contingency
E) Stochastic
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111) The contingency approach to quality helps settle the different perceptions concerning the
definition of quality.