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64.
In the realm of customer relations, _____ includes continually changing in order to connect
with customers, even without waiting for customers to make the first move.
65.
When an organization's definition of customer expands to include internal customers, the
word customer is best defined as the ____.
66.
The sequence of activities that flow from raw materials to the delivery of a good or service,
with additional value created at each step, is known as ____.
9-81
67.
Which of the following is a support activity in the generic value chain?
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68.
Which of the following is a primary activity in the generic value chain?
69.
_____ is an integrative approach to management that supports the attainment of customer
satisfaction through a wide variety of tools and techniques that result in goods and
services of high standards.
70.
Total quality management is a way of managing in which everyone is committed to the
_____ of his or her part of the operation.
71.
Rick is the marketing head of a firm. He usually strives for long-term improvement rather
than short-term profit, regardless of the economic environment. In the context of Deming's
14 points of quality, this is an example of
72.
According to Deming's 14 points of quality, which of the following has to be eliminated, as
they are contrary to the idea of continuous improvement?
73.
Which of the following is one of W. Edwards Deming's 14 points of quality?
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74.
One of the most important contributors to total quality management has been the
introduction of statistical tools to analyze the causes of product defects in an approach
called ____.
9-87
75.
Which of the following is one of the criteria for receiving the Malcolm Baldrige National
Quality Award?
9-88
76.
A series of quality standards developed by a committee working under the International
Organization for Standardization to improve total quality in all businesses for the benefit of
both producers and consumers is known as ____.
77.
Executives at a pharmaceuticals company have been working with a consultant to
implement ISO 9001. They have established the company's vision and goals, and they have
been working hard to provide inspiration to their employees and establish trust. Which of
the following principles is the company addressing here?
78.
The principal idea of reengineering is to
9-90
79.
A company that asks itself "If you were the customer, how would you like us to operate?"
and then takes action to transform itself is best described as using the notion of ____.
80.
A small office with only a single accountant and a receptionist/secretary is an example of
a _____ shop.
81.
Which of the following is true of small batch technologies?
82.
McDonald's and Burger King have production processes that tend to be standardized, and
all customers receive similar if not identical products. These organizations are examples of
____.
83.
Which of the following is a characteristic of continuous process technologies?
84.
_____ refers to the production of varied, individually customized products at the low cost of
standardized, mass-produced products.
85.
The factor that differentiates flexible factories from traditional factories is that flexible
factories
86.
Which of the following is a characteristic of flexible factories?
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87.
An operation that achieves increased efficiency while simultaneously improving
effectiveness is best described as practicing ____.
88.
Which of the following is an operation that strives to achieve the highest possible
productivity and total quality by eliminating unnecessary steps in the production process
and continually striving for improvement?
89.
_____ refers to strategies aimed at reducing the total duration it takes to deliver a product
or service.
9-97
90.
The term logistics refers to the movement of
